{"schemaVersion":"jobsearcher.job.v1","id":"f15e6b1a87a18964b854eebd","url":"https://jobsearcher.com/jobs/f15e6b1a87a18964b854eebd","canonicalUrl":"https://jobsearcher.com/jobs/f15e6b1a87a18964b854eebd","title":"AI Customer Experience Technical Advisor","description":"AI Customer Experience Technical Advisor\n(Technical Business Analyst – Contact Center AI)\nDepartment: Technical Source’s SaaS Client – Professional Services / Customer Experience\nLocation: Remote / US-Based\nRole Level: Senior / Lead Individual Contributor\n\nAbout the Role\nThe AI Customer Experience Advisor is a hybrid role that combines the analytical rigor of a technical business analyst, the systems thinking of an engineer, the customer-facing presence of a sales professional, and the curiosity of a detective. This position exists to solve complex customer problems in highly ambiguous environments by uncovering how the customer's contact centers operates today and translating that insight into a prioritized, engineered AI-driven customer experience platform for future state CX efficiency and cost savings.\nThis advisor works directly with customers to investigate their current-state contact center operations—how interactions flow, where volume originates, how agents spend their time, and what matters most to the business. Through structured discovery, data analysis, and consultative dialogue, the advisor extracts what is most critical to the customer and connects those priorities to the practical capabilities of modern CX AI tools, AI Bots, Chat Bots. and Client Agents.\nThe role requires both technical depth and business fluency: the ability to understand AI and contact center technologies at a functional level while clearly articulating their value in business terms. The outcome is a custom, phased AI implementation strategy that replaces or augments routine interactions, enabling Hybrid Agents to focus on complex, high-value customer issues and delivering the best possible customer experience.\n\nKey Responsibilities\nInvestigative Discovery & Customer Problem Solving\nAct as a “detective” to uncover the customer’s true current state, even when documentation, data, or clarity is limited.\nLead customer discovery sessions to understand contact center workflows, interaction drivers, call and digital volume patterns, and agent utilization.\nIdentify which contact center tasks are most important to the customer based on business impact, customer friction, and operational cost.\nDistill complex, ambiguous information into clear problem statements and prioritized opportunities.\nThere is a heavy emphasis on AI, AI Bots, AI Chat and Client Agent implementation background. Candidates must have an engineering level understanding of how these systems are engineered, implemented and understanding of what they do best and what the limitations of these tools are and be able to work with customers to advise them on implementation strategies.\nTechnical Business Analysis & AI Capability Mapping\nServe as the technical business analyst between customer stakeholders and engineering/delivery teams.\nAnalyze current systems, workflows, and data readiness to determine where AI tools can be applied most effectively.\nUnderstand the functional capabilities and constraints of AI tools within the new contact center platform.\nMap customer needs to AI capabilities, clearly identifying what should be automated, augmented, or left to human agents.\nPrioritize AI implementations based on customer value, technical feasibility, and operational impact.\nSolution Strategy & Custom Platform Engineering\nDesign phased implementation strategies that align AI capabilities to customer priorities and readiness.\nPartner with engineering and delivery teams to translate business requirements into technical solution designs.\nEnsure AI solutions are engineered to integrate seamlessly into existing contact center workflows.\nGuide customers toward Hybrid Agent models where AI replaces repetitive tasks and humans focus on complex customer interactions.\nValidate solution designs against customer goals for accuracy, containment, escalation, and customer satisfaction.\nCustomer Engagement & Value Communication\nEngage customers with the confidence and clarity of a sales professional, building trust and credibility at all levels of the organization.\nTranslate technical capabilities into clear business value, helping customers understand why certain AI tools matter more than others.\nAlign executive, operational, and technical stakeholders around a shared AI roadmap and success criteria.\nImplementation Partnership & Optimization\nProvide consultative oversight throughout discovery, design, testing, UAT, and go-live.\nReview customer interaction data to validate AI performance and identify optimization opportunities.\nCollaborate with internal teams to manage risks, dependencies, and design trade-offs.\nHelp customers measure success using KPIs such as containment, deflection, CSAT, FCR, and agent productivity.\n\nQualifications\nRequired\n5+ years of experience in customer experience, contact center operations, business analysis, AI/automation, or professional services consulting.\nProven ability to operate as a technical business analyst in customer-facing environments.\nEngineering mindset with the ability to understand systems, workflows, and technical trade-offs.\nStrong customer-facing communication skills comparable to a sales or solutions consulting role.\nDemonstrated ability to extract critical insights from ambiguous or incomplete customer information.\nExperience analyzing contact center data, interaction volumes, and operational workflows.\nAbility to prioritize and align AI capabilities to real customer needs and business outcomes.\nFamiliarity with CX metrics such as containment, CSAT, FCR, AHT, and digital deflection.\nPreferred\nExperience with CCaaS platforms, Virtual Agents, or AI-assisted agent tools.\nKnowledge of conversational UX, prompt engineering, or knowledge management strategy.\nHigh-level understanding of APIs, integrations, and data flows.\nExperience supporting phased or iterative platform implementations.\n\nWhat Success Looks Like\nCustomers gain clarity on how their customers' contact center operates today and how AI features within a contact center platform can be adopted to build efficiencies and cost savings to the customer post sale.\nTasks within the contact center are identified and prioritized with confidence to be replaced by AI BOT or AI Agents to save time and cost.\nAI capabilities are mapped and implemented based on customer value, not assumptions.\nCustom AI-powered contact center platforms are engineered to support Hybrid Agent models.\nCustomers experience measurable improvements in efficiency, customer satisfaction, and agent effectiveness.\nInternal teams view the Advisor as a trusted technical problem solver and customer advocate.","company":"Technical Source","rawCompany":"technical source","city":"Myrtle Point","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-04-14T10:54:01.004Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"AI Customer Experience Technical Advisor","description":"AI Customer Experience Technical Advisor\n(Technical Business Analyst – Contact Center AI)\nDepartment: Technical Source’s SaaS Client – Professional Services / Customer Experience\nLocation: Remote / US-Based\nRole Level: Senior / Lead Individual Contributor\n\nAbout the Role\nThe AI Customer Experience Advisor is a hybrid role that combines the analytical rigor of a technical business analyst, the systems thinking of an engineer, the customer-facing presence of a sales professional, and the curiosity of a detective. This position exists to solve complex customer problems in highly ambiguous environments by uncovering how the customer's contact centers operates today and translating that insight into a prioritized, engineered AI-driven customer experience platform for future state CX efficiency and cost savings.\nThis advisor works directly with customers to investigate their current-state contact center operations—how interactions flow, where volume originates, how agents spend their time, and what matters most to the business. Through structured discovery, data analysis, and consultative dialogue, the advisor extracts what is most critical to the customer and connects those priorities to the practical capabilities of modern CX AI tools, AI Bots, Chat Bots. and Client Agents.\nThe role requires both technical depth and business fluency: the ability to understand AI and contact center technologies at a functional level while clearly articulating their value in business terms. The outcome is a custom, phased AI implementation strategy that replaces or augments routine interactions, enabling Hybrid Agents to focus on complex, high-value customer issues and delivering the best possible customer experience.\n\nKey Responsibilities\nInvestigative Discovery & Customer Problem Solving\nAct as a “detective” to uncover the customer’s true current state, even when documentation, data, or clarity is limited.\nLead customer discovery sessions to understand contact center workflows, interaction drivers, call and digital volume patterns, and agent utilization.\nIdentify which contact center tasks are most important to the customer based on business impact, customer friction, and operational cost.\nDistill complex, ambiguous information into clear problem statements and prioritized opportunities.\nThere is a heavy emphasis on AI, AI Bots, AI Chat and Client Agent implementation background. Candidates must have an engineering level understanding of how these systems are engineered, implemented and understanding of what they do best and what the limitations of these tools are and be able to work with customers to advise them on implementation strategies.\nTechnical Business Analysis & AI Capability Mapping\nServe as the technical business analyst between customer stakeholders and engineering/delivery teams.\nAnalyze current systems, workflows, and data readiness to determine where AI tools can be applied most effectively.\nUnderstand the functional capabilities and constraints of AI tools within the new contact center platform.\nMap customer needs to AI capabilities, clearly identifying what should be automated, augmented, or left to human agents.\nPrioritize AI implementations based on customer value, technical feasibility, and operational impact.\nSolution Strategy & Custom Platform Engineering\nDesign phased implementation strategies that align AI capabilities to customer priorities and readiness.\nPartner with engineering and delivery teams to translate business requirements into technical solution designs.\nEnsure AI solutions are engineered to integrate seamlessly into existing contact center workflows.\nGuide customers toward Hybrid Agent models where AI replaces repetitive tasks and humans focus on complex customer interactions.\nValidate solution designs against customer goals for accuracy, containment, escalation, and customer satisfaction.\nCustomer Engagement & Value Communication\nEngage customers with the confidence and clarity of a sales professional, building trust and credibility at all levels of the organization.\nTranslate technical capabilities into clear business value, helping customers understand why certain AI tools matter more than others.\nAlign executive, operational, and technical stakeholders around a shared AI roadmap and success criteria.\nImplementation Partnership & Optimization\nProvide consultative oversight throughout discovery, design, testing, UAT, and go-live.\nReview customer interaction data to validate AI performance and identify optimization opportunities.\nCollaborate with internal teams to manage risks, dependencies, and design trade-offs.\nHelp customers measure success using KPIs such as containment, deflection, CSAT, FCR, and agent productivity.\n\nQualifications\nRequired\n5+ years of experience in customer experience, contact center operations, business analysis, AI/automation, or professional services consulting.\nProven ability to operate as a technical business analyst in customer-facing environments.\nEngineering mindset with the ability to understand systems, workflows, and technical trade-offs.\nStrong customer-facing communication skills comparable to a sales or solutions consulting role.\nDemonstrated ability to extract critical insights from ambiguous or incomplete customer information.\nExperience analyzing contact center data, interaction volumes, and operational workflows.\nAbility to prioritize and align AI capabilities to real customer needs and business outcomes.\nFamiliarity with CX metrics such as containment, CSAT, FCR, AHT, and digital deflection.\nPreferred\nExperience with CCaaS platforms, Virtual Agents, or AI-assisted agent tools.\nKnowledge of conversational UX, prompt engineering, or knowledge management strategy.\nHigh-level understanding of APIs, integrations, and data flows.\nExperience supporting phased or iterative platform implementations.\n\nWhat Success Looks Like\nCustomers gain clarity on how their customers' contact center operates today and how AI features within a contact center platform can be adopted to build efficiencies and cost savings to the customer post sale.\nTasks within the contact center are identified and prioritized with confidence to be replaced by AI BOT or AI Agents to save time and cost.\nAI capabilities are mapped and implemented based on customer value, not assumptions.\nCustom AI-powered contact center platforms are engineered to support Hybrid Agent models.\nCustomers experience measurable improvements in efficiency, customer satisfaction, and agent effectiveness.\nInternal teams view the Advisor as a trusted technical problem solver and customer advocate.","datePosted":"2026-04-14T10:54:01.004Z","dateModified":"2026-04-14T10:54:01.004Z","hiringOrganization":{"@type":"Organization","name":"Technical Source","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Myrtle Point","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f15e6b1a87a18964b854eebd"},"url":"https://jobsearcher.com/jobs/f15e6b1a87a18964b854eebd"}}