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Consultant, Global Analytics
Full-time
Concentrix is the intelligent transformation partner powering the world's best brands. This role sits at the intersection of operations, process design, and AI, helping a telecommunication giant deploy Agentic AI capabilities across CX, contact center, and internal operations teams. It is an implementation and automation role for someone who can build and deploy AI agents that eliminate manual effort through smart tooling.
Roles and responsibilities
Map existing internal workflows across CX, support, and operations teams to identify automation candidates using AI agents.
Design, configure, and deploy AI agents using Agent Builder, defining triggers, actions, and decision logic to automate tasks like ticket resolution and onboarding.
Connect Agentic AI to existing tools and ensure data flows correctly across the platform.
Track adoption and ROI metrics such as time saved, tickets deflected, and search-to-answer rates.
Partner with IT, CX, and operations teams to gather requirements, manage rollout, and drive adoption.
Who you are
5+ years in operations, program management, or business process improvement, ideally in a CX or tech-enabled environment.
Experience with AI tools, automation platforms (Zapier, Make, Glean), or no-code agent builders, with working knowledge of prompt engineering.
Experience in or around contact centres, customer experience, or service delivery operations.
Comfortable building or improving workflows using SQL, Excel, Python, or BI tools.
