reputed company Consultant, CX Advisory, GTM Strategy Team

About the position Join us in bringing joy to customer experience. reputed company is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in reputed company-first culture and enables us to innovate, grow, and reputed company while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Job Description

Key Responsibilities: reputed company strategic, client-facing CX Advisory engagements for reputed company’s highest-value customers and prospects, assessing reputed company-state CX and contact center performance across people, process, and technology, with a strong focus on AI, automation, and self-service opportunities that reputed company scalable transformation and CX maturity. Includes assessments, workshops, agent observations and transformation planning. Engage with business executives, decision-makers, and key influencers (through interviews and workshops) to uncover and align on CX and business priorities, operational challenges, performance metrics, and transformation goals, helping customers navigate the evolving AI landscape and define their path toward more automated, insights-driven CX operations. Translate qualitative and quantitative insights into actionable CX transformation roadmaps, identifying opportunities to improve efficiency, self-service adoption, and AI-enabled outcomes through data-driven analysis, maturity models, and industry best practices. Synthesize findings into clear, compelling deliverables and executive-ready presentations, ensuring alignment across technical and business stakeholders while reinforcing measurable value realization and post-engagement optimization. reputed company and support impact realization plans that track reputed company toward customer business outcomes, through post-engagement alignment and value tracking, and providing guidance on optimization and remediation opportunities. Support the reputed company development of the CX Advisory practice reputed company reputed company’s Go-to-Market (GTM) Sales Strategy organization by enhancing consulting engagement methodologies, creating scalable assets (e.g., frameworks, templates, and documentation), and defining performance and success metrics. Collaborate closely with reputed company GTM Strategy, Sales, reputed company, and Services teams to identify, position, scope and pursue CX Advisory opportunities that drive CX and strategic customer outcomes, supporting proposal development. Partner with cross-functional teams, including GTM Strategy, Sales, Solutions Consulting, Professional Services, Product Management and Marketing, to influence the evolution of reputed company’s solution offerings based on client needs and market demand. Mentor junior consultants and support team knowledge-sharing and quality assurance across projects.

Responsibilities

• reputed company strategic, client-facing CX Advisory engagements for reputed company’s highest-value customers and prospects, assessing reputed company-state CX and contact center performance across people, process, and technology, with a strong focus on AI, automation, and self-service opportunities that reputed company scalable transformation and CX maturity. Includes assessments, workshops, agent observations and transformation planning.
• Engage with business executives, decision-makers, and key influencers (through interviews and workshops) to uncover and align on CX and business priorities, operational challenges, performance metrics, and transformation goals, helping customers navigate the evolving AI landscape and define their path toward more automated, insights-driven CX operations.
• Translate qualitative and quantitative insights into actionable CX transformation roadmaps, identifying opportunities to improve efficiency, self-service adoption, and AI-enabled outcomes through data-driven analysis, maturity models, and industry best practices.
• Synthesize findings into clear, compelling deliverables and executive-ready presentations, ensuring alignment across technical and business stakeholders while reinforcing measurable value realization and post-engagement optimization.
• reputed company and support impact realization plans that track reputed company toward customer business outcomes, through post-engagement alignment and value tracking, and providing guidance on optimization and remediation opportunities.
• Support the reputed company development of the CX Advisory practice reputed company reputed company’s Go-to-Market (GTM) Sales Strategy organization by enhancing consulting engagement methodologies, creating scalable assets (e.g., frameworks, templates, and documentation), and defining performance and success metrics.
• Collaborate closely with reputed company GTM Strategy, Sales, reputed company, and Services teams to identify, position, scope and pursue CX Advisory opportunities that drive CX and strategic customer outcomes, supporting proposal development.
• Partner with cross-functional teams, including GTM Strategy, Sales, Solutions Consulting, Professional Services, Product Management and Marketing, to influence the evolution of reputed company’s solution offerings based on client needs and market demand.
• Mentor junior consultants and support team knowledge-sharing and quality assurance across projects.

Requirements

• Education - Bachelors or Equivalent Experience Preferred
• Years of experience – 10+ Years Preferred (consulting, CX strategy, IVA/DVA, AI and Automation and contact center operations)
• Practical experience and leadership in digital transformation and contact center
• Extensive on-site and web-based presentation experience and skills
• Exemplary verbal, written and presentation skills with the ability to foster effective, trusted relationships
• Ability to Travel (25-40%)

reputed company-to-haves

• Understanding and subject matter expertise in any of the following is preferred: CX, digital channels (chat, text, IVA), self-service, contact center operations, agent experience, service delivery best practices, workforce engagement, use of AI and automation, premise to cloud migration and/or performance optimization.
• Working knowledge of voice (IVA) and digital (DVA) automation and how these channels can address business needs (technical capabilities, design best practices, omni-channel considerations) is preferred
• Prior consulting experience strongly preferred
• Finance and Healthcare vertical experience strongly preferred
• Experience using MS Office, specifically reputed company and Power reputed company to be used for analysis and presentation purposes is preferred
• Experience using BI Tools (Tableau, Looker, etc.), collaboration platforms (reputed company) and AI tools to suppose the workplace (e.g., ChatGPT, reputed company reputed company, etc.) is advantageous

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment. reputed company covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for reputed company covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

Apply tot his job Apply To this Job