Sr. Conversational AI Consultant

Overview of Job Function:

The Sr. Conversational AI Consultant serves as a strategic advisor and lead consultant for customers leveraging AI-powered customer experience and operational solutions. This role partners closely with customer stakeholders, executive leaders, and internal cross-functional teams to drive successful solution adoption, optimize business processes, and deliver measurable business outcomes through strategic consulting, analytics, and technical expertise.

• Serve as the lead consultant and primary strategic advisor for customers utilizing AI-powered solutions, providing guidance throughout the customer lifecycle.

• Lead the consulting workstream for customer engagements, driving solution adoption, optimization, and business transformation initiatives.

• Partner with customer stakeholders to understand business objectives, operational challenges, and success criteria, recommending solutions that deliver measurable business outcomes.

• Establish trusted advisor relationships with business leaders, operational stakeholders, and executive sponsors.

• Facilitate discovery sessions, workshops, business reviews, and stakeholder discussions to align priorities, define success measures, and drive customer success.

• Develop strategic success plans in collaboration with Program Managers, focusing on measurable business outcomes, adoption goals, and value realization.

• Identify opportunities to increase solution utilization, improve operational effectiveness, and expand customer value.

• Serve as a senior subject matter expert on conversational and generative AI technologies, providing strategic guidance, industry best practices, and solution recommendations.

• Lead the implementation, configuration, testing, validation, and optimization of AI-powered capabilities, including Prompt-Driven AI, Classifier-Driven AI, AI Tags, Auto QM, Advanced Sentiment Models, Trending Topics, and related technologies.

• Assess customer processes, workflows, and operational practices to identify opportunities for automation, efficiency gains, quality improvement, and enhanced customer outcomes.

• Advise customers on AI adoption strategies, governance considerations, operational readiness, and emerging technology capabilities.

• Provide guidance on workforce optimization practices and customer experience improvement strategies when applicable.

• Analyze operational, customer experience, and solution performance data to identify trends, risks, opportunities, and strategic recommendations.

• Develop and deliver executive-level reports, dashboards, presentations, business reviews, and value realization assessments that communicate business impact.

• Define, establish, and monitor key performance indicators (KPIs), benchmarks, and success measures aligned with customer objectives.

• Translate complex data into actionable insights that support decision-making and drive continuous improvement.

• Lead the investigation and resolution of complex business and technical issues through root cause analysis, risk assessment, and strategic problem-solving.

• Serve as an escalation point for complex customer issues, ensuring timely resolution and maintaining customer confidence.

• Partner with Program Managers to align consulting activities with overall program objectives and customer success goals.

• Collaborate with Product Management, Engineering, Support, Customer Success, and Professional Services teams to address customer challenges and identify opportunities for product and process improvement.

• Provide consulting leadership and subject matter expertise across customer engagements and internal initiatives.

• Drive customer success through recommendations that increase adoption, utilization, and business value.

• Leverage customer feedback, performance data, and industry trends to optimize outcomes.

• Influence customer strategies through data-driven insights and best practices.

• Document recommendations, engagement outcomes, and lessons learned…