We believe in the power of ingenuity to build a positive human future. We challenge where it matters and own the outcome. We combine strategic thinking, customer-centric service design, and agile engineering practices to accelerate innovation in a tech-driven world.
Why consider joining our Digital & Data community? 🤔
- Join our Digital & Data team working alongside product, design and a wide range of other experts and cross-disciplinary teams to bring ideas to life through innovative software solutions.
- Grow a flexible and unique career within a trust-based, inclusive environment that values excellence, innovation, and curiosity. You have the option to progress with us on a technical career track. No need to go onto the Partner career track if this doesn’t align with what you want to do.
- Hybrid working - our approach is to be in the office or on client site a minimum of 2 days per week.
- Work on a broad variety of projects and tech stacks for clients across seven sectors - no project is ever the same
- Join other experts within our supportive and collaborative tech community through knowledge-sharing and peer-level support, coaching and mentoring
- Deepen your expertise through our a culture of learning and growth – you’ll have budget to take courses (technical and non-technical training), plus gain certifications
Role Overview 🚀
We are seeking a Customer Contact Technology Specialist at Principal Consultant level to lead technology-driven transformation in customer contact environments. We are specifically looking for someone who can develop Customer contact strategy where technology is an enabler. This role combines deep expertise in Contact Centre technology, AI innovation, and consulting delivery to help clients modernise and optimise their customer engagement strategies.
Core Responsibilities:
- AI Innovation & Alliances
- Work with strategic technology partners and alliances to identify opportunities for AI-based services tailored to contact centre use cases.
- Shape joint propositions and support go-to-market initiatives with partners.
- Product Ownership
- Take ownership of the development and roadmap for KAIWA, our AI coaching and analytics solution.
- Support sales enablement, client demos, and delivery of KAIWA engagements.
- Support development of business cases and options for clients.
- Technology Change Leadership
- Act as a subject matter expert in technology-based change for customer contact, preferably within Financial Services (FS) or Public Sector (PS).
- Advise clients on business readiness, change management, and operational impact of new technologies.
- CCaaS Platform Expertise
- Lead or support rollouts of new CCaaS platforms (e.g., Five9, Genesys, NICE CXone).
- Deliver overlay consulting services including business readiness assessments, change management plans, and operational transition support.
- CRM Programme Delivery
- Shape and deliver CRM transformation programmes integrated with contact centre technology.
- Ensure alignment between CRM and CCaaS platforms for seamless customer experience.
- Thought Leadership & Advisory
- Develop frameworks, best practices, and accelerators for AI adoption in contact centres.
- Contribute to industry thought leadership through blogs, webinars, and client workshops.