Associate Principal, CX Application Strategy

📋 Description

• Bridge Strategy & Technology: align business goals with AI features and metrics.
• Strategic Prototyping: design AI-driven CX strategies; advise pilots.
• Build Business Cases: align with Product, CCaaS, and Data & AI teams.
• Drive Value: quantify tech/AI opportunities to enhance the customer experience and ROI.
• Shape the Roadmap: provide input into CX Product roadmap; feed features back into strategy.
• Enable the Organization: translate AI architecture visions into deployment plans and coordinate teams.

🎯 Requirements

• Experience: 5-10 years in management consulting, digital/product strategy, or pre-sales/solutions engineering.
• Tech Stack Fluency: proficient in CCaaS; Zendesk, Amazon Connect, Twilio, Intercom, NiCE; knowledge of Conversational AI, GenAI, LLMs.
• Builder Mindset: thrive in ambiguity and translate technical AI concepts into business actions.
• Analytical Rigor: strong strategic/analytical skills to quantify ROI.
• Executive Communication: strong verbal and written skills; present to executives.
• Curiosity: passion for the latest in digital CX and AI.