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CX, Contact Centre / CCaaS & Agentic AI Transformation
Full-time
Consulting Point is recruiting on behalf of a tier-one global management consulting firm renowned for driving large-scale digital and operational change. As organisations enter the "agentic era", the firm is expanding its elite Customer Service Transformation practice and seeking high-calibre professionals to lead next-generation CX, CCaaS, and Agentic AI initiatives.
The opportunity
You will bridge business strategy, human-centric design, and cutting-edge technology, helping global brands boost operational efficiency, optimise infrastructure, and implement pioneering automation. The role blends delivery excellence, capability development, and business growth, with a direct path to senior leadership.
Key responsibilities
Lead business transformation enabled by front-office platforms, CCaaS environments, and Conversational/Agentic AI.
Partner with C-suite stakeholders to assess capabilities, design future-state operating models, and optimise channel strategies.
Identify opportunities to embed autonomous AI agents into the customer journey, balancing automation with human touchpoints.
Shape value propositions, lead bids, and drive new business growth.
Serve as trusted advisor on complex client accounts and mentor junior consultants.
What they're looking for
Proven management consulting track record delivering CRM, CX, or Contact Centre operating model transformations.
Strong understanding of modern platform capabilities and how Agentic AI is transforming the contact centre.
Commercial acumen across proposition building, proposal creation, and bid responses.
Bonus: experience with platforms such as NICE CXone, Salesforce Agentforce, Genesys Cloud CX, Amazon Connect, Cresta, Kore.ai, Sierra, or Decagon.
