Principal AI Strategist

The company is seeking a Principal AI Strategist to help organizations transform customer service operations through AI. This is a senior advisory role focused on executive engagement, AI strategy development, roadmap creation, and business value realization across contact center environments. Working closely with client executives, technology leaders, and the company delivery teams, you will guide organizations from AI vision through successful implementation while maintaining a vendor-neutral perspective.

Responsibilities

• Serve as a trusted advisor to customer experience, contact center, and technology leaders on AI strategy and adoption.

• Assess client environments and identify opportunities for AI-driven improvements across customer service, agent experience, workforce optimization, and operational performance.

• Develop AI roadmaps, business cases, and value realization frameworks aligned with client objectives and measurable outcomes.

• Lead executive workshops, demonstrations, and strategy sessions that translate emerging AI capabilities into practical business applications.

• Guide the definition of AI use cases involving virtual agents, agent copilots, analytics, automation, and agentic AI solutions.

• Partner with clients, platform vendors, and internal delivery teams to ensure successful execution of AI initiatives and alignment with strategic objectives.

• Perform other duties as may reasonably be required in alignment with the purpose of the role.

• 10+ years of experience in contact center operations, consulting, customer experience transformation, or CCaaS solution leadership, including at least 3 years leading AI, automation, or conversational AI initiatives.

• Strong executive communication and stakeholder management skills, with the ability to influence senior business and technology leaders.

• Experience developing AI strategies, business cases, operating models, and implementation roadmaps that deliver measurable business value.

• Knowledge of contact center platforms and AI technologies, including CCaaS solutions, generative AI, conversational AI, and intelligent automation.

• Understanding of AI concepts such as large language models, retrieval-augmented generation (RAG), AI agents, governance, and responsible AI practices.

• Ability to evaluate technology options objectively and provide vendor-neutral recommendations aligned with client goals.

• Bachelor's degree in Business, Technology, Engineering, or a related field; advanced degree or relevant certifications are preferred.

We offer

• Culture of Relentless Performance:  join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

• Competitive Pay and Benefits:  enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.

• Work From Anywhere Culture:  make the most of the flexibility that comes with remote work.

• Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.

• Global Impact:  collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment:  be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

• Social Sustainability Values:  join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
• the company is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

The company helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of the company's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

The company has coverage across 5 continents and operates in over 25 countries around the world. The company retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.