Principal, CCaaS & AI

Are you ready to make an impact

West Monroe is seeking aPrincipalto join our Customer Service Strategy team focused on transforming customer serviceand contact centeroperations throughCCaaSandCXAI-enabled solutions. You will lead end-to-end transformation programs helping clients modernize their contact centers improve customer experience and unlock value through digital and AI capabilities.

Responsibilities

• Lead end-to-end customer service transformation initiatives from strategy through implementation
• Assess contact center operations processes and customer journeys toidentifyimprovement opportunities
• Define and implement future-state operating models including digital self-service and omnichannel strategies
• Align technology solutions with business goals customer experienceobjectivesandoperational KPIs
• Guideselectionand implementation ofCCaaSand CX AIplatforms (e.g. GenesysNiCE Google CCAI AWS)
• Supportadoption anddeploymentof AI capabilities including conversational AI virtual agents and automation
• Translate business requirements into scalable AI-enabled service models balancing automation agent augmentation and customer satisfaction outcomes
• Design agent experience strategies incorporating AI copilots knowledge automation and real-time guidance to improve productivity and consistency
• Partner with technical teams to ensure solutions meet operational and customer experience needs
• Build client relationships and serve as a trusted advisor to stakeholders across customer service operations and technology
• Facilitate discussions around business priorities investment decisions and transformation roadmaps
• Mentor team members andsupport development ofWest Monroescustomer service capabilities
• Contribute to methodologies offeringsacceleratorsand thought leadership in customer service transformation
• Support business development efforts by shaping client solutions and proposals
• Identifyopportunities to expand work acrossaccounts

Qualifications

• 7 years of experience in customer service contact center or customer experience transformation
• Experience inaclientfacing rolewithinaconsulting or professional servicesfirm
• Strong understanding of:
• Contact center operations and KPIs
• Customer experience and journey design
• Omnichannel and digital self-service strategies
• Experience leading or supporting customer service transformation initiatives
• Experience working withCCaaSandCX AIplatforms such as:
  • Genesys
  • NICE (CXone) /Cognigy
  • Google CCAI
  • AWS Connect
• Experiencedesigning and deployingAIpilots and scalingcapabilities including conversational AI and automation
• Client travel up to 50%
• Hybrid role (1 to 2 days a week in office)
• Ability to work in the United States now or in the future without sponsorship

Other consultancies talk at you.
At West Monroe we work with you.

Were a global business and technology consulting firm passionate about creating measurable value for our clients delivering real-world solutions.

The combination of business and technology is not new but how we bring them together is unique. Were fluent in both. We know that technology alone is not the answer but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.

At West Monroe we zero in on the heart of the opportunity getting to results faster and preparing people for whats next.

Youll feel the difference in how we work. We show up personally. Were right there in the room with you co-creating through the challenges. With West Monroe collaboration isnt a lofty promise but a daily action. We work together with you to turn vision into clear action with lasting impact.

West Monroeis an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit experience and potential without regard to race color national origin sex sexual orientation gender identity marital status age religion disability veteran status or any other characteristic prohibited by federal state or local law. To learn more about diversity equity and inclusion at West Monroe visit If you require a reasonable accommodation to participate in our recruiting process please inquire by sending an email to .

Please review our current policy regarding use of generative artificial intelligence during the application process.

If you are based in California we encourage you to read West Monroes Notice at Collection for California residents provided pursuant to the California Consumer Privacy Act (CCPA) and linkedhere.