AI Transformation Strategist

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with VP- and Director-level leaders in Customer Experience (CX), Operations, Technology, and Digital sectors to establish transformation priorities and drive implementation.

• Build trust with C-suite stakeholders and actively participate in executive discussions.

• Create AI transformation roadmaps focused on cost efficiency, service quality, and operational scalability.

• Break down ambiguous business challenges into clear problem statements, workstreams, hypotheses, and actionable recommendations.

• Facilitate workshops for alignment, conduct stakeholder interviews, and lead working sessions.

• Develop comprehensive business cases, transformation roadmaps, and materials for senior-level decision-making.

• Provide strategic insights, consulting intellectual property, AI transformation playbooks, and vertical accelerators.

• Collaborate with Agent Product Managers and Agent Engineers to define the scope, build, and launch conversational AI agents.

• Design and continuously refine AI agents from their inception to deployment.

• Oversee multiple intricate agent development projects, ensuring clear milestones, ownership, dependencies, and success metrics.

• Coordinate efforts among technical and non-technical stakeholders throughout the agent development lifecycle.

• Translate transformation goals into agent architecture and conversational design decisions.

• Architect workflows for AI agents that integrate both front and back office operations.

• Design and implement change management programs on an enterprise scale.

• Lead the transition from on-premises contact centers to NICE CXone.

• Identify risks, interdependencies, and barriers to execution, and recommend appropriate mitigation strategies.

• Convert strategic goals into actionable plans while maintaining communication and relationships with stakeholders.

• Report directly to the VP of Sales as an individual contributor.

⛳️ Requirements

• 5 to 10+ years of experience in management consulting, transformation strategy, or enterprise technology advisory.

• Proven ability to engage and influence VP- and Director-level stakeholders across CX, Operations, and Technology domains.

• Experience in scoping, developing, and launching AI or conversational AI products.

• Background in shaping AI or digital transformation initiatives at a senior program level.

• Experience in developing business cases that secure sponsorship and budget commitments.

• Strong technical knowledge in product architecture, conversational design, and agent development trade-offs.

• Familiarity with contact center ecosystems, including ACD routing, IVR/IVA, workforce management, quality management, and omnichannel architecture.

• Experience leading cloud migration or digital transformation initiatives within CCaaS, UCaaS, or enterprise SaaS environments.

• Exceptional verbal and written communication skills.

• Strong analytical abilities and structured problem-solving skills.

• Proficiency in change management frameworks such as Prosci or ADKAR.

• A degree in Computer Science, Engineering, Mathematics, or a related technical field.

• Experience with a leading strategy or transformation consulting firm or equivalent in-house enterprise transformation role.

• Hands-on experience with NICE CXone, NICE Actimize, or similar enterprise CCaaS/WEM platforms.

• Working knowledge of agentic AI architectures, LLM deployment, conversational AI, NLU, and real-time guidance technologies.

• Prior experience in a contact center, CX operations, or digital transformation function.

• Certification in change management, project management, or cloud architecture is considered an additional asset.

🏝️ Benefits

• Fast-paced, collaborative, and innovative work environment.

• Opportunities for continuous learning and professional growth.

• Numerous internal career opportunities across various roles, disciplines, domains, and locations.

• Commitment to equal opportunity employment.