Senior AI & Digitalization Consultant
Senior AI & Digitalization Consultant
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Job Description
Role Purpose
The Senior AI & Digitalisation Consultant is responsible for defining the architecture technical strategy and design of next-generation Customer and/or Employee Experience solutions. This role supports sales and pre-sales teams in shaping solutions that align with client business and technical needs and provides technical leadership during delivery. Acting as the single point of technical contact the consultant guides design and build teams to ensure successful delivery and client satisfaction.
Key Responsibilities
- Engage early in the sales process with stakeholders to identify how AI and digital channels can enhance Customer and/or Employee Experience.
- Monitor and manage technical client relationships and ongoing engagement status.
- Serve as a trusted advisor and contribute to client digital transformation strategies.
- Develop project deployment strategies including effort estimation for consulting activities.
- Identify and assess client business drivers and challenges.
- Define and articulate service strategies for relevant digital domains.
- Collaborate with clients to design architectures that meet requirements and constraints.
- Produce customized architecture standards and complex design documentation.
- Support sales by positioning new complex solutions and actively engaging in consulting upsell opportunities.
- Maintain strong technical expertise across relevant products services and solution sets.
- Contribute to knowledge management through documentation presentations community participation and mentoring.
Required Skills & Experience
AI Digital and CX/EX Expertise
- Expert knowledge and hands-on experience with CCaaS platforms such as NICE CXone Sprinklr or Genesys.
- Expertise in training and integrating large language models (OpenAI Gemini Amazon etc.).
- Experience designing and integrating generative AI solutions into digital channels (bots agent assist etc.).
- Familiarity with knowledge management tools (e.g. Shelf livePro).
- Senior-level experience designing digital and social channels (web WhatsApp Facebook Messenger).
- Strong understanding of omnichannel strategies and customer journey orchestration.
Cloud & Integration Skills
- Proficiency with AWS Azure and/or Google Cloud.
- Experience with microservices REST APIs and event-driven architectures.
Other Skills
- Relevant certifications in CCaaS cloud platforms or related technologies.
- Experience with RPA tools (UiPath Automation Anywhere).
- Familiarity with ITIL Agile/Scrum or Design Thinking.
- Knowledge of CRM platforms such as Salesforce or Microsoft Dynamics.
Employment Type
Full-time
