AI Strategist

Role overview Serve as an embedded AI strategy partner to customer organizations, identifying where AI can improve contact center and customer experience outcomes. Build a prioritized roadmap, guide pilots and deployments with technical teams, and show whether the work delivers measurable business value.

Responsibilities - Find automation and agent support opportunities by examining customer operations and conversation data. - Rank initiatives by expected return, develop business cases, and maintain an AI roadmap with customer stakeholders. - Surface customer friction, operational patterns, and voice-of-customer insights for leaders and product teams. - Define pilot goals, coordinate delivery milestones and dependencies, and work with engineering and product partners to bring capabilities into use. - Review live agent performance and recommend changes to prompts, workflows, or configurations. - Track results against the business case using measures such as containment, handle time, conversion, satisfaction, and cost to serve.

Requirements - At least five years in technology consulting, strategy, product, analytics, implementation, customer success, or a related role; experience with AI products is helpful. - Experience shaping roadmaps, prioritizing by return, and presenting business cases to senior decision-makers. - Strong analytical skills, including working with operational or conversation data, designing experiments, and monitoring results. - Working knowledge of LLM-based agents, including prompts, tool use or function calling, and retrieval-augmented generation; able to discuss system behavior and trade-offs with engineers. - Ability to lead cross-functional work, influence senior stakeholders, communicate complex findings clearly, and carry plans through execution. - Bachelor’s degree in business, computer science, engineering, or a related discipline, or equivalent experience.

Nice to have Contact center knowledge and familiarity with measures such as average handle time, first-contact resolution, containment, or quality assurance; experience with conversation analytics, consulting, product management, forward-deployed work, or high-growth software; comfort with SQL or BI tools.

Benefits and work setup Medical, dental, and vision coverage; flexible paid time off; parental leave; retirement savings plan; home-office setup budget; and monthly wellness and communication stipends. Onsite employees also receive meals and commuter benefits. Compensation includes location-based pay and equity; the stated on-target earnings range is $150,000–$200,000.