Advisory Lead Contact Center Ecosystem Modernization Gen AI Integration

Title: Advisory Lead Contact Center Ecosystem Modernization & Gen AI Integration

Location: Atlanta GA (Remote / Hybrid)

Duration : 12 Months

Role Overview:

As the Advisory Lead for Contact Center Modernization & Gen AI Integration you will drive 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 delivering solutions that are scalable innovative and aligned with industry standards.

Key Responsibilities:

• Lead the modernization of contact center platforms including the integration of Gen AI technologies (e.g. NLP predictive analytics).
• Provide expert guidance on transforming customer service operations through AI workforce management (WFM) and quality assurance (QA).
• Design and implement omnichannel solutions including CCaaS CRM systems and social media engagement tools.
• Collaborate with crossfunctional teams to align technology solutions with business objectives.
• Stay at the forefront of Gen AI advancements and provide thought leadership through publications and speaking engagements.

Strategic Leadership:

• Advise on modernizing contact center technology and operations with a focus on AI and cloud solutions (Genesys Twilio Salesforce).
• Influence executives on adopting cuttingedge technologies and aligning them 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 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 continually influence the evolution of the companys solution offerings.
• Engage in thought leadership through speaking at 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 related field (MBA preferred).
• 10 years of experience in contact center modernization AI and automation.
• Extensive experience in 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).
• Experience working across diverse industries (BPO Media Telecome retail) to deliver AIenabled contact center transformations.
• Proven leadership in largescale technology transformations.
• Strong analytical and strategic thinking with a datadriven mindset.

Core Competencies:

• Customercentric mindset with a focus on enhancing customer satisfaction.
• Deep technical knowledge of contact center technologies and AI solutions.
• Leadership and influence with senior stakeholders.
• Innovative and forwardthinking with strong communication and interpersonal skills.

Preferred Qualifications:

• Certifications in contact center platforms or Gen AI technologies.
• Project Management