Consulting Point
Customer Experience (CX), Contact Centre / CCaaS & Agentic AI Transformation
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Job Title: Agentic AI for Customer Experience (CX) & Contact Centre / CCaaS Transformation
Location: England, Wales or Scotland / Hybrid Working
Salary: Competitive + Bonus + Benefits
Position Type: Full-time, Permanent
About Our Client
Our client is a tier-one global management consulting powerhouse renowned for driving large-scale digital and operational evolution. As organisations enter the "agentic era," this firm is at the forefront of re-imagining how brands interact with their customers. They are currently expanding their elite Customer Service Transformation practice and seeking high-calibre consulting professionals to lead next-generation CX, CCaaS, and Agentic AI initiatives.
The Opportunity
There has never been a more exciting time to focus on service transformation. In this pivotal role, you will bridge the gap between business strategy, human-centric design, and cutting-edge technology. You will help global brands boost operational efficacy, optimise current infrastructures, and implement pioneering automation. By putting both the user and the employee at the heart of your solutions, you will shape seamless journeys across all service touchpoints. This position is a distinct blend of delivery excellence, capability development, and business growth, offering a direct path to senior leadership.
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Key Responsibilities
- Customer Service Transformation & Optimisation: Lead the business transformation enabled by front-office platforms, CCaaS environments, and Conversational/Agentic AI.
- CX Strategy & Operating Models: Partner with C-suite stakeholders to assess current capabilities, design future-state operating models, and optimise channel strategies to reduce friction and contact drivers.
- Agentic AI & Innovation: Identify opportunities to embed autonomous AI agents into the customer journey, balancing automated efficiency with high-value human touchpoints.
- Business Development: Leverage your market insights to shape compelling value propositions, lead bids, and inspire clients to secure new business growth.
- Client & Stakeholder Mastery: Serve as the trusted advisor for complex client accounts, driving technology adoption, cultural change, and measurable business outcomes.
- Leadership & Coaching: Act as a role model and mentor to junior consultants, fostering an inclusive, high-performance team culture.
What We Are Looking For
We welcome applicants from established management consultancies or corporate transformation backgrounds who possess:
- Consulting Expertise: A proven track record in management consulting, specifically delivering CRM, CX, or Contact Centre operating model transformations.
- Tech-Savvy Vision: A strong understanding of modern platform capabilities and a passion for how Agentic AI is transforming the modern contact centre.
- Commercial Acumen: Demonstrated experience supporting commercial growth through proposition building, proposal creation, and bid responses.
- User-Centric Design: Experience re-engineering customer and colleague journeys to solve complex operational challenges.
- Exceptional Communication: The ability to influence senior stakeholders and align multi-disciplinary teams (data, technology, and business) toward a shared vision.
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Desirable Attributes (The Bonus Points)
Experience working with, implementing, or designing strategies for at least one of the following platform and Agentic AI providers:
- CCaaS & Enterprise CRM: NICE CXone Mpower, Salesforce Agentforce, Talkdesk Autopilot, Genesys Cloud CX, Five9 Genius AI, Vonage Contact Center, Amazon Connect
- Agentic AI, LLM Orchestration & Copilots: Cresta, Retell AI, Kore.ai XO, Sierra, Decagon, Google Cloud CCAI
If you are ready to shape the future of the service industry and drive the adoption of Agentic AI at scale, please submit your CV for a confidential discussion.
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