Customer Contact Transformation Lead

About PA Consulting

We believe in the power of ingenuity to build a positive human future. As strategies, technologies, and innovation collide, we create opportunity from complexity. Our teams of interdisciplinary experts combine innovative thinking and breakthrough technologies to progress further, faster. We are over 4,000 strategists, innovators, designers, consultants, digital experts, scientists, engineers, and technologists with deep expertise across seven sectors. Our teams operate globally from offices across the UK, Ireland, US, Nordics, and Netherlands.

Role Overview

We are seeking a Customer Contact Technology Specialist at Principal Consultant level to lead technology-driven transformation in customer contact environments. 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

• 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

• Take ownership of the development and roadmap for KAIWA, PA's AI coaching and analytics solution

• Support sales enablement, client demos, and delivery of KAIWA engagements

• Act as a subject matter expert in technology-based change for customer contact, preferably within Financial Services or Public Sector

• Advise clients on business readiness, change management, and operational impact of new technologies

• 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

• Shape and deliver CRM transformation programmes integrated with contact centre technology

• Develop frameworks, best practices, and accelerators for AI adoption in contact centres

• Contribute to industry thought leadership through blogs, webinars, and client workshops

Essential Requirements

• Proven experience delivering technology transformation in contact centres, including AI and CCaaS deployments

• Strong understanding of customer experience operations, contact centre KPIs, and digital engagement strategies

• Expertise in business readiness, change management, and stakeholder engagement for technology rollouts

• Familiarity with AI/GenAI applications for customer contact (e.g., knowledge management, agent assist, conversational AI)

• Confident with data analysis and shaping benefits cases

• Experience shaping and delivering CRM programmes integrated with contact centre technology

• Experience working with Financial Services or Public Sector clients preferred

• Ability to collaborate with alliances and technology vendors to shape joint propositions

• Preferably an Operational Practitioner who has transitioned into a consulting role

Desirable

• Knowledge of compliance and best practices in AI for CX

• Experience in developing SaaS products or IP for contact centre environments

• Consulting background with strong client-facing skills and commercial acumen

• Strong internal and external networking skills

• A recognised contributor to industry thought leadership

• Experience with CRM deployments

• Be a recognised leader in the Customer contact field experienced with influencing at C-level