Overview of Job Function:
The Sr. Conversational AI Consultant serves as a strategic advisor and lead consultant for customers leveraging AI-powered customer experience and operational solutions. This role partners closely with customer stakeholders, executive leaders, and internal cross-functional teams to drive successful solution adoption, optimize business processes, and deliver measurable business outcomes through strategic consulting, analytics, and technical expertise.
Serving as the consulting lead on customer engagements, the Sr. Conversational AI Consultant is responsible for guiding solution strategy, business transformation initiatives, and value realization efforts while partnering with Program Managers to ensure successful execution. Through trusted advisor relationships and industry expertise, this role helps organizations improve operational performance, enhance customer experiences, and maximize the value of their AI investments.
Principal Duties and Essential Responsibilities:
Customer Consulting & Solution Optimization
- Serve as the lead consultant and primary strategic advisor for customers utilizing AI-powered solutions, providing guidance throughout the customer lifecycle.
- Lead the consulting workstream for customer engagements, driving solution adoption, optimization, and business transformation initiatives.
- Partner with customer stakeholders to understand business objectives, operational challenges, and success criteria, recommending solutions that deliver measurable business outcomes.
- Establish trusted advisor relationships with business leaders, operational stakeholders, and executive sponsors.
- Facilitate discovery sessions, workshops, business reviews, and stakeholder discussions to align priorities, define success measures, and drive customer success.
- Develop strategic success plans in collaboration with Program Managers, focusing on measurable business outcomes, adoption goals, and value realization.
- Identify opportunities to increase solution utilization, improve operational effectiveness, and expand customer value.
AI Subject Matter Expertise
- Serve as a senior subject matter expert on conversational and generative AI technologies, providing strategic guidance, industry best practices, and solution recommendations.
- Lead the implementation, configuration, testing, validation, and optimization of AI-powered capabilities, including Prompt-Driven AI, Classifier-Driven AI, AI Tags, Auto QM, Advanced Sentiment Models, Trending Topics, and related technologies.
- Assess customer processes, workflows, and operational practices to identify opportunities for automation, efficiency gains, quality improvement, and enhanced customer outcomes.
- Advise customers on AI adoption strategies, governance considerations, operational readiness, and emerging technology capabilities.
- Provide guidance on workforce optimization practices and customer experience improvement strategies when applicable.
Analytics & Business Insights
- Analyze operational, customer experience, and solution performance data to identify trends, risks, opportunities, and strategic recommendations.
- Develop and deliver executive-level reports, dashboards, presentations, business reviews, and value realization assessments that communicate business impact.
- Define, establish, and monitor key performance indicators (KPIs), benchmarks, and success measures aligned with customer objectives.
- Translate complex data into actionable insights that support decision-making and drive continuous improvement.
Problem Resolution & Cross-Functional Collaboration
- Lead the investigation and resolution of complex business and technical issues through root cause analysis, risk assessment, and strategic problem-solving.
- Serve as an escalation point for complex customer issues, ensuring timely resolution and maintaining customer confidence.
- Partner with Program Managers to align consulting activities with overall program objectives and customer success goals.
- Collaborate with Product Management, Engineering, Support, Customer Success, and Professional Services teams to address customer challenges and identify opportunities for product and process improvement.
- Provide consulting leadership and subject matter expertise across customer engagements and internal initiatives.
Customer Success & Continuous Improvement
- Drive customer success through recommendations that increase adoption, utilization, and business value.
- Leverage customer feedback, performance data, and industry trends to optimize outcomes.
- Influence customer strategies through data-driven insights and best practices.
- Document recommendations, engagement outcomes, and lessons learned to support knowledge sharing.
- Manage multiple customer engagements while maintaining high customer satisfaction.
- Contribute to consulting best practices, methodologies, and reusable assets.
Minimum Requirements:
- Bachelor's degree in Business, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and practical experience.
- Minimum of 7 years of experience in customer-facing consulting, solution consulting, professional services, technical consulting, application consulting, or related advisory roles.
- Demonstrated experience leading complex customer engagements and delivering successful business outcomes.
- Strong understanding of AI-powered technologies, including prompt-based AI, classifier-based AI, conversational AI, and related automation technologies.
- Proven ability to act as a trusted advisor and influence stakeholders across multiple levels of an organization.
- Strong analytical, problem-solving, and troubleshooting skills.
- Experience developing executive presentations, business reviews, reports, dashboards, and actionable business insights.
- Excellent verbal and written communication skills.
- Strong presentation, workshop facilitation, and stakeholder management skills.
- Ability to collaborate effectively across cross-functional teams and influence without direct authority.
- Demonstrated ability to independently manage multiple priorities and customer engagements.
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.
Preferred Requirements:
- Experience supporting contact center operations or customer experience environments.
- Experience with Workforce Management (WFM) solutions, preferably Calabrio or Verint Solution.