Customer Solutions Strategy Consultant

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As an Associate Partner within Customer Transformation, you will lead the design and delivery of modern customer service and contact center transformations, combining deep technology and architecture expertise with strong consulting, problem-solving, and client leadership skills.

You will help clients navigate complex technology decisions, define end-to-end contact center architectures, and apply conversational, generative, and agentic AI to transform customer and agent experiences. You will also shape differentiated solutions and transformation approaches that connect technology decisions to business priorities and measurable outcomes.

Your primary responsibilities will include:

Architect Modern Contact Center Solutions: Define end-to-end architectures spanning CCaaS, telephony, CRM, digital channels, conversational AI, workforce engagement, knowledge, data, integrations, and workflow orchestration.

Lead Telephony & CCaaS Modernization: Guide clients through modernization of complex voice and contact center environments, with strong knowledge of telephony, IVR, routing, SIP, carrier connectivity, cloud communications, recording, resiliency, and migration from legacy platforms to modern cloud architectures.

Design AI-Enabled Customer Service Solutions: Architect solutions incorporating conversational AI, generative AI, and agentic AI across virtual agents, agent assist, intelligent routing, knowledge, quality management, workflow automation, and increasingly autonomous customer service experiences.

Navigate the Contact Center Technology Ecosystem: Bring broad knowledge of leading CCaaS, CRM, conversational AI, and emerging AI technologies, including Genesys Cloud, Amazon Connect, NICE CXone, Five9, Salesforce, Microsoft, Google and other ecosystem providers. Evaluate technologies objectively based on client requirements, existing architecture, and transformation objectives.

Define Target-State Architecture & Transformation Roadmaps: Assess current technology estates and operating environments, identify modernization opportunities and constraints, and translate business needs into target-state architectures, solution designs, migration approaches, and pragmatic transformation roadmaps.

Shape Client Solutions & Pursuits: Structure ambiguous client problems, develop tailored solutions and points of view, and translate complex technical concepts into compelling executive-level recommendations, proposals, presentations, and business cases. Partner with account teams to shape and sell transformation engagements.

Bridge Architecture and Delivery: Work across executives, enterprise architects, engineers, product teams, AI specialists, and technology partners to connect strategic objectives with executable technical solutions and successfully move from solution design into implementation.

Lead and Grow Client Relationships: Serve as a trusted advisor to technology and customer service executives, lead multidisciplinary teams, identify new opportunities, and help grow the firm's capabilities and market presence across contact center, customer service, and AI transformation.

"Hybrid: Your work location of City, State was assigned based on business need and currently your role designated as a hybrid role. Hybrid roles are expected to perform their primary duties from a combination of IBM location, client sites or work at home. The required number of days to be in the office is to be determined by your management team. Any changes to this work arrangement must be preapproved by your manager before any changes are made. This Job can be performed from anywhere in the US."

"Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week, subject to business needs."

Required technical and professional expertise

• Deep experience in enterprise contact center transformation and solution architecture, spanning voice, digital and omnichannel environments.

• Strong knowledge of telephony and contact center infrastructure, including IVR, routing, SIP, carrier connectivity, call flows, recording, resiliency and cloud migration.

• Architecture and solutioning experience with leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9 or comparable technologies.

• Strong understanding of the broader customer service technology stack, including CRM, WFM/WEM, knowledge management, data, APIs/integration, identity and enterprise systems.

• Demonstrated knowledge of conversational AI, generative AI and agentic AI, including how AI integrates with contact center platforms, enterprise data, knowledge, workflows and human agents.

• Ability to translate complex business requirements into target-state architectures, solution designs and practical modernization roadmaps.

• Strong consulting and structured problem-solving skills, with the ability to shape tailored solutions, develop compelling executive presentations and proposals, and communicate technical concepts to senior business and technology stakeholders.

• Demonstrated ability to shape and sell complex transformation engagements and lead multidisciplinary teams from solution design through implementation.

Preferred technical and professional experience

• Deep expertise or certifications across one or more major CCaaS platforms, coupled with working knowledge of the broader vendor landscape.

• Experience designing enterprise-scale cloud contact center migrations, particularly from legacy on-premise telephony and contact center platforms.

• Experience architecting AI-enabled customer service solutions, including virtual agents, agent assist, AI-driven routing, knowledge, automated quality management and agentic workflows.

• Broad knowledge of the evolving conversational AI and AI ecosystem, including hyperscaler, CCaaS and emerging AI solutions.

• Experience developing technology assessments, vendor evaluations, business cases and transformation roadmaps for large enterprise clients.

• Experience working across both business and technology leadership, with the ability to move between executive-level solution shaping and detailed architecture discussions.

• Consulting experience in complex, regulated enterprise environments and a track record of supporting pursuits, proposals and client relationship growth.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.