Job Description

Job Title: Advisory Lead - Gen AI

Location: Atlanta, GA (Onsite)

Type: Contract

Role Overview:

As the Advisory Lead for Contact Center Modernization & Gen AI Integration , you will spearhead the evolution of contact center ecosystems, utilizing advanced technologies and AI-driven solutions. This role is dedicated to elevating customer experiences, enhancing operational efficiencies, and modernizing technology infrastructure. By working closely with stakeholders, you will deliver innovative and scalable solutions that adhere to industry standards and best practices.

Key Responsibilities:

• Modernization & AI Integration : Lead initiatives to modernize contact center platforms, integrating Gen AI technologies like NLP and predictive analytics .
• Transform Operations : Guide the transformation of customer service operations using AI, workforce management (WFM) , and quality assurance (QA) practices.
• Omnichannel Solution Design : Develop and implement omnichannel solutions, including CCaaS platforms, CRM systems , and social media engagement tools .
• Strategic Collaboration : Work with cross-functional teams to ensure technology solutions are aligned with broader business objectives.
• Thought Leadership : Stay current with Gen AI advancements, providing thought leadership through publications and speaking engagements to share insights on industry trends.

Technology Integration:

• Platform Optimization : Oversee the end-to-end integration of WFM , QA platforms , and AI-driven tools to enhance customer interactions.
• Self-Service & Predictive Analytics : Implement AI-powered self-service capabilities, conversational AI , and predictive analytics for personalized experiences.

Innovation & Continuous Improvement:

• AI Innovation : Lead the creation of innovative AI solutions, including real-time sentiment analysis and agent assist tools .
• Process Improvement : Apply Six Sigma , Lean , and other methodologies to drive process enhancements and boost operational efficiency.
• Performance Monitoring : Track key performance indicators ( KPIs ) such as CSAT , NPS , and FCR to support continuous improvement.
• Trend Monitoring : Remain abreast of emerging Gen AI trends and automation technologies to continually enhance the company's solution offerings.
• Industry Engagement : Participate in thought leadership through speaking engagements , authoring white papers , and producing webinars on AI s future impact on customer service and operational efficiency.

Key Qualifications:

• Education : Bachelor s degree in business, IT, Engineering, or related field ( MBA preferred ).
• Experience : 10+ years in contact center modernization, AI, and automation.
• Technical Expertise : Extensive knowledge of contact center technology stacks, including:
  • CCaaS platforms (e.g., Genesys, Twilio, Five9)
  • CRM systems (e.g., Salesforce, Microsoft Dynamics)
  • IVR/IVA platforms (e.g., Amazon Connect, Google Dialogflow)
  • WFM/QA solutions (e.g., NICE, Verint, Calabrio)
• Industry Experience : Proven background in delivering AI-enabled contact center transformations across various industries (BPO, Media, Telecom, Retail).
• Leadership : Strong track record of leading large-scale technology transformations.
• Analytical Skills : Excellent analytical and strategic thinking with a data-driven approach.

Core Competencies:

• Customer-Centricity : Focused on enhancing customer satisfaction and experience.
• Technical Knowledge : Deep expertise in contact center technologies and AI solutions.
• Stakeholder Influence : Skilled in influencing senior stakeholders and promoting innovation.
• Forward-Thinking : Innovative, with strong communication and interpersonal skills.

Preferred Qualifications:

• Certifications : Certifications in contact center platforms or Gen AI technologies.
• Project Management : Project management expertise for overseeing complex initiatives.

VDart Group, a global leader in technology, product, and talent management, empowers businesses with comprehensive solutions through our four distinct, industry-leading business units. With a diverse team of over 4,000 professionals across 13 countries, we deliver strong results across various industries, including Fortune 500 companies. Leveraging our deep expertise as a global provider of resources and solutions, we serve a wide range of industry verticals, including BFSI, Automotive, Healthcare, Mobility, Energy, Life Sciences, Manufacturing, Consumer Industries, and Technology. With over 16 years of experience, VDart has evolved to meet the needs of leading technology brands, placing and training more than 20,000 professionals and shaping the industry's future. Our continuous reinvention, providing resources for IT solutions and unique digital solutions, has positioned us as a top growth leader in digital talent management and technology consulting. Committed to " People, Purpose, Planet ," we prioritize social responsibility and sustainability, as evidenced by our EcoVadis Bronze Medal Certification and participation in the UN Global Compact. Our dedication to delivering strong results has earned us recognition as a trusted advisor for businesses seeking to drive innovation and growth, including many Fortune 500 companies. Join our network! Partner with VDart Group to leverage our global network, industry expertise, and proven track record with a diverse clientele.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

• Dice Id: 10330808B
• Position Id: 8464579

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