The world of customer experience (CX) is undergoing a massive shift, with Artificial Intelligence serving as a primary catalyst for change. While the mission to provide excellent CX hasn’t changed, to compete in this new landscape, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world and unlock the power of AI for CX transformation, brands need a partner with experience.
TTEC Digital helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement and digital transformation.
We are seeking a CX Management Consultant to join our CX Transformation Studio Consulting team. The ideal candidate will have a strong foundation in contact center operational leadership and a passion for strategic advisory. In this role, you will help clients define their CX strategies and build compelling business cases for AI enablement and digital transformation.
This is a 100% remote opportunity!
What You Will be Doing:
Serve as a trusted advisor to clients, providing expert guidance on contact center operations, CX strategies, and AI enablement.
Work with consulting teams to design and operationalize solutions that prioritize both the customer and employee experience (EX), ensuring that people, process and technology transformations are rooted in empathy and human-centric design.
Organize and facilitate working sessions and workshops with key stakeholders to define strategy and elicit business requirements.
Synthesize learnings from engagements into complete deliverable packages for the client, including current state assessments, gap analyses, roadmaps, and business cases.
Author and deliver professional, effective presentations to client stakeholders, ensuring complex strategies are communicated clearly to executive leadership.
Apply data to business case development to demonstrate how AI and digital solutions can deepen customer relationships and increase sales.
Participate in the design and continuous improvement of standard consulting methods, frameworks, and artifacts.
Actively participate in personal growth and professional development activities.
What You Will Bring:
Experience: Minimum of 5–7 years of experience, preferably in contact center operational leadership.
- Technical Fluency (Preferred Plus): Familiarity with CX Cloud Hyperscalers (Amazon, Microsoft, Google), AI solutions, Genesys, and CRM platforms such as Salesforce and ServiceNow.
- Education: Bachelor's Degree required.
Agility & Facilitation: Must be comfortable "thinking on your feet" and facilitating one-on-one and small collaborative working sessions.
Communication & Executive Presence: Exceptional communication skills, both verbal and written, with a proven ability to express complex topics and present to leadership by connecting the dots between business and technical perspectives.
Strategic Acumen: Proven experience providing high-level strategic advisory and developing robust business cases for enterprise initiatives.
Proven ability to thrive in a remote, team-oriented, high-demand, and fast-paced environment.
Skills Required
- Minimum of 5-7 years of experience in contact center operational leadership
- Familiarity with CX Cloud Hyperscalers, AI solutions, Genesys, Salesforce, and ServiceNow
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
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