Job Title: Advisory Lead Contact Center Ecosystem Modernization & Gen AI IntegrationLocation: Atlanta, GA RemoteJob Type: Contract, 6 months to 1 year Role Overview:As the Advisory Lead for Contact Center Modernization & Gen AI Integration, you will spearhead the transformation of contact center ecosystems through advanced technologies and AI-driven solutions. This role focuses on enhancing customer experiences, optimizing operations, and modernizing technology stacks. You will collaborate with key stakeholders to deliver scalable, innovative solutions aligned with industry standards. Key Responsibilities: Modernization Leadership: Lead the modernization of contact center platforms, integrating Gen AI technologies such as NLP and predictive analytics. Provide expert guidance on transforming customer service operations using AI, workforce management (WFM), and quality assurance (QA). Design and implement omnichannel solutions, including CCaaS, CRM systems, and social media engagement tools. Strategic Leadership: Advise on modernizing contact center technology and operations with a focus on AI and cloud solutions (Genesys, Twilio, Salesforce). Influence executives in adopting cutting-edge technologies that align with long-term customer service strategies. Develop and implement strategic roadmaps to transform contact center technology stacks, integrating omnichannel platforms, cloud-based contact center systems (CCaaS), CRM integrations (Salesforce, Zendesk, etc.), and social media customer engagement tools. Technology Integration: Oversee the end-to-end integration of WFM, QA platforms, and AI-driven tools to optimize customer interactions. Implement AI-powered self-service, conversational AI, and predictive analytics for personalized customer experiences. Client & Stakeholder Management: Build and maintain strong client relationships, offering tailored solutions across various industries (BPO, healthcare, finance, retail). Partner with business development teams to expand opportunities in modernization and AI-powered solutions. Innovation & Continuous Improvement: Drive innovation in AI solutions, including real-time sentiment analysis and agent assist tools. Apply Six Sigma, Lean, and other process improvement techniques to enhance operational efficiency. Monitor KPIs (CSAT, NPS, FCR) to ensure continuous improvement. Stay at the forefront of emerging Gen AI trends and automation technologies to influence the evolution of the companys solution offerings. Engage in thought leadership through industry events, developing white papers, blogs, and webinars on the future of AI in customer service and operational efficiency. Key Qualifications: Bachelors degree in business, IT, Engineering, or a related field (MBA preferred). 10+ years of experience in contact center modernization, AI, and automation. Extensive experience with technology stacks relevant to contact centers, including CCaaS platforms (e.g., Genesys, Twilio, Five9), CRM systems (Salesforce, Microsoft Dynamics), IVR/IVA platforms (Amazon Connect, Google Dialogflow), and WFM/QA solutions (NICE, Verint, Calabrio). Proven experience working across diverse industries (BPO, media, telecom, retail) to deliver AI-enabled contact center transformations. Demonstrated leadership in large-scale technology transformations. Strong analytical and strategic thinking skills, with a data-driven mindset. Core Competencies: Customer-centric mindset focused on enhancing customer satisfaction. Deep technical knowledge of contact center technologies and AI solutions. Ability to lead and influence senior stakeholders. Innovative and forward-thinking with strong communication and interpersonal skills. Preferred Qualifications: Certifications in contact center platforms or Gen AI technologies. Project Management experience.