Tech Stack

Description

You will drive AI adoption and optimization for enterprise customers globally, working at the intersection of AI, contact center operations, and measurable business outcomes. This role involves hands-on optimization of AI outputs, analyzing usage data, and partnering with regional teams to ensure sustained value generation.

Requirements

• 4-8 years experience in CCaaS consulting, CX operations, or AI-enabled self-service
• Strong understanding of contact center KPIs and operational workflows
• Hands-on experience with conversational AI, agent assist, summarization, or automation solutions
• Practical experience using prompt engineering to improve generative AI performance
• Strong analytical skills and comfort interpreting trends across large datasets

Responsibilities

• Drive AI adoption and post-deployment stabilization for global enterprise customers
• Optimize AI outputs through prompt engineering, knowledge alignment, and workflow tuning
• Analyze AI usage patterns and contact center KPIs to surface optimization opportunities
• Build adoption scorecards and insight summaries for customer-facing teams and leadership
• Partner with regional consultants and operations leaders to align execution and reinforce best practices