AI Contact Center Solution Consultant

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POSITION OVERVIEW
The Strategic AI Contact Center Solution Consultant is the primary architect of value for prospective and existing clients. You bridge the gap between business goals, contact center operations, and AI technology. Your mandate is to lead the "front-end" of the engagement: analyzing client infrastructure, identifying high-impact automation opportunities, and crafting the strategic roadmap that convinces stakeholders to move forward.

You will focus heavily on shaping the solution —defining what we build and why it matters—before handing off the blueprint to our Engineering and Delivery PODs for execution. You ensure that the SOWs, business cases, and technical approaches are robust, feasible, and commercially viable.

Job Title: Strategic Solution Consultant (AI BPS/Contact Centers)

Hours of Work: EST Business Hours

Location: Remote, Canada

KEY RESPONSIBILITIES
1. Client Discovery & Strategic Advisory

Lead high-impact discovery workshops with C-level executives, Contact Center VPs, and IT leaders to uncover operational inefficiencies.

Conduct deep-dive assessments of current contact center maturity (IVR analysis, call listening, intent mining) to identify readiness for AI transformation.

Act as the trusted advisor on industry trends, guiding clients away from "AI hype" and toward practical, high-value applications of LLMs and Voice Agents.

Map current-state vs. future-state customer journeys, highlighting friction points that AI agents can resolve.

2. Business Case & Value Engineering

Translate abstract business goals (e.g., "reduce costs," "improve CSAT") into concrete, prioritized AI use cases with calculated ROI.

Develop comprehensive value hypotheses and financial models, defining specific success metrics (Containment Rate, AHT Reduction, Deflection, FCR).

Construct persuasive business narratives that justify the investment to client finance and procurement teams.

Categorize opportunities into a roadmap of Foundation (Quick Wins), Scale (Expansion), and Optimize (Refinement) phases.

Partner with Technical Architects to design the conceptual "End-to-End" solution, ensuring the proposed AI agents fit within the client's existing CCaaS and CRM ecosystem (e.g., Genesys, Five9, Salesforce).

Define the "Art of the Possible": Design high-level conversational flows, escalation strategies, and human-in-the-loop fail-safes.

Determine the integration requirements and data accessibility needed to support the proposed use cases.

Validate solution feasibility against operational constraints, compliance needs (PII/PCI), and technical limitations before the deal is signed.

4. Commercial Enablement & SOW Development

Lead the technical and functional scoping for Statements of Work (SOWs), ensuring clear definition of scope, assumptions, and deliverables to protect delivery margins.

Drive the "Solutioning" portion of RFI/RFP responses and client pitch decks.

Position and sell the POD-based delivery model, explaining the value of concurrent Discovery, Engineering, and QA workstreams to the client.

Defend the solution against client objections by leveraging benchmarks, case studies, and deep operational insights.

5. Strategic Handover & Governance (The "Bridge")

Ensure a seamless transfer of the "Vision" to the Delivery/Engineering teams, ensuring the intent of the SOW is understood.

Participate in critical milestone reviews (e.g., UAT sign-off) to ensure the delivered solution matches the original business case and value promise.

Maintain a high-level relationship with the client sponsor to identify opportunities for "Phase 2" expansion and ongoing optimization.

REQUIRED QUALIFICATIONS

5+ years of experience in Solution Consulting, Presales Engineering, or Contact Center Strategy.

Operational Expertise: Deep understanding of Contact Center metrics (AHT, CSAT, NPS) and technologies (CCaaS, WFM, QM).

Consultative Seller: Proven ability to lead workshops, manage executive stakeholders, and "close" the technical win.

Value Arc