Principal, CCaaS & AI

West Monroe is seeking a Principal to join our Customer Service Strategy team, focused on transforming customer service and contact center operations through CCaaS and CX AI-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 to identify improvement opportunities 
• Define and implement future-state operating models, including digital self-service and omnichannel strategies 
• Align technology solutions with business goals, customer experience objectives, and operational KPIs 
• Guide selection and implementation of CCaaS and CX AI platforms (e.g., Genesys, NiCE, Google CCAI, AWS) 
• Support adoption and deployment of 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 
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