Principal AI Strategist

Job Summary

To support organizations in transforming customer service operations through AI, the contract Principal AI Strategist will engage with client executives to develop AI strategies, create roadmaps, and realize business value in a remote work environment.

Key responsibilities

• Serve as a trusted advisor on AI strategy and adoption for customer experience and contact center leaders
• Assess client environments to identify AI-driven improvement opportunities across various operational areas
• Develop AI roadmaps and business cases aligned with client objectives and measurable outcomes

Required qualifications

• 10+ years of experience in contact center operations, consulting, or customer experience transformation, with at least 3 years in AI or automation initiatives
• Strong executive communication and stakeholder management skills to influence senior leaders
• Experience in developing AI strategies, business cases, and implementation roadmaps
• Knowledge of contact center platforms and AI technologies, including CCaaS solutions and intelligent automation
• Bachelor's degree in Business, Technology, Engineering, or a related field; advanced degree or relevant certifications preferred