Tech Stack

Description

You will lead a team of AI Adoption Consultants within our Customer Services Automation AI Center of Excellence, driving measurable adoption, consumption, and business value across enterprise AI customers. You'll partner cross-functionally to ensure sustained usage, workflow integration, and operational impact, translating AI usage into business outcomes and executive-ready narratives.

Requirements

• 18+ years of experience in contact center, CCaaS, customer success, digital transformation, AI adoption, or value realization
• 4+ years of experience leading direct reports in a customer-facing or consulting environment
• Strong experience working with enterprise customers in complex, matrixed environments
• Proven success driving measurable business outcomes and KPI improvement
• Strong understanding of contact center operations and key service metrics (AHT, ACW, FCR, Containment, Service Level, Occupancy, Agent Productivity)

Responsibilities

• Lead and develop a team of AI Adoption Consultants
• Drive adoption and consumption outcomes across a portfolio of enterprise AI customers
• Build and improve repeatable adoption playbooks, scorecards, and operating rhythms
• Partner with internal teams to remove blockers and accelerate customer time-to-value
• Translate AI usage into business value, operational KPI improvement, and executive-ready narratives