Advisory Lead Contact Center Ecosystem Modernization Gen AI Integration
Advisory Lead Contact Center Ecosystem Modernization Gen AI Integration
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Job Description
Job Title: Advisory Lead Contact Center Ecosystem Modernization & Gen AI Integration
Location: Atlanta GA Remote
Job Type: Contract 6 months to 1 year
Role Overview:
As the Advisory Lead for Contact Center Modernization & Gen AI Integration you will spearhead the transformation of contact center ecosystems through advanced technologies and AIdriven solutions. This role focuses on enhancing customer experiences optimizing operations and modernizing technology stacks. You will collaborate with key stakeholders to deliver scalable innovative solutions aligned with industry standards.
Key Responsibilities:
Modernization Leadership:
- Lead the modernization of contact center platforms integrating Gen AI technologies such as NLP and predictive analytics.
- Provide expert guidance on transforming customer service operations using AI workforce management (WFM) and quality assurance (QA).
- Design and implement omnichannel solutions including CCaaS CRM systems and social media engagement tools.
Strategic Leadership:
- Advise on modernizing contact center technology and operations with a focus on AI and cloud solutions (Genesys Twilio Salesforce).
- Influence executives in adopting cuttingedge technologies that align with longterm customer service strategies.
- Develop and implement strategic roadmaps to transform contact center technology stacks integrating omnichannel platforms cloudbased contact center systems (CCaaS) CRM integrations (Salesforce Zendesk etc.) and social media customer engagement tools.
Technology Integration:
- Oversee the endtoend integration of WFM QA platforms and AIdriven tools to optimize customer interactions.
- Implement AIpowered selfservice conversational AI and predictive analytics for personalized customer experiences.
Client & Stakeholder Management:
- Build and maintain strong client relationships offering tailored solutions across various industries (BPO healthcare finance retail).
- Partner with business development teams to expand opportunities in modernization and AIpowered solutions.
Innovation & Continuous Improvement:
- Drive innovation in AI solutions including realtime sentiment analysis and agent assist tools.
- Apply Six Sigma Lean and other process improvement techniques to enhance operational efficiency.
- Monitor KPIs (CSAT NPS FCR) to ensure continuous improvement.
- Stay at the forefront of emerging Gen AI trends and automation technologies to influence the evolution of the companys solution offerings.
- Engage in thought leadership through industry events developing white papers blogs and webinars on the future of AI in customer service and operational efficiency.
Key Qualifications:
- Bachelors degree in business IT Engineering or a related field (MBA preferred).
- 10 years of experience in contact center modernization AI and automation.
- Extensive experience with technology stacks relevant to contact centers including CCaaS platforms (e.g. Genesys Twilio Five9) CRM systems (Salesforce Microsoft Dynamics) IVR/IVA platforms (Amazon Connect Google Dialogflow) and WFM/QA solutions (NICE Verint Calabrio).
- Proven experience working across diverse industries (BPO media telecom retail) to deliver AIenabled contact center transformations.
- Demonstrated leadership in largescale technology transformations.
- Strong analytical and strategic thinking skills with a datadriven mindset.
Core Competencies:
- Customercentric mindset focused on enhancing customer satisfaction.
- Deep technical knowledge of contact center technologies and AI solutions.
- Ability to lead and influence senior stakeholders.
- Innovative and forwardthinking with strong communication and interpersonal skills.
Preferred Qualifications:
- Certifications in contact center platforms or Gen AI technologies.
- Project Management experience.
Employment Type
Full Time
