Technical Source · 2 weeks ago
AI Customer Experience Technical Advisor
Myrtle Point, OR
Full-time
Hybrid
Senior Level, Lead/Staff
$80/hr - $125/hr
5+ years expTechnical Source is seeking an AI Customer Experience Technical Advisor who will combine the analytical skills of a technical business analyst with a customer-facing presence. This role involves solving complex customer problems by analyzing contact center operations and implementing AI-driven solutions to enhance customer experience and efficiency.
Human ResourcesRecruitingStaffing Agency
Responsibilities
Act as a “detective” to uncover the customer’s true current state, even when documentation, data, or clarity is limited
Lead customer discovery sessions to understand contact center workflows, interaction drivers, call and digital volume patterns, and agent utilization
Identify which contact center tasks are most important to the customer based on business impact, customer friction, and operational cost
Distill complex, ambiguous information into clear problem statements and prioritized opportunities
There 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
Serve as the technical business analyst between customer stakeholders and engineering/delivery teams
Analyze current systems, workflows, and data readiness to determine where AI tools can be applied most effectively
Understand the functional capabilities and constraints of AI tools within the new contact center platform
Map customer needs to AI capabilities, clearly identifying what should be automated, augmented, or left to human agents
Prioritize AI implementations based on customer value, technical feasibility, and operational impact
Design phased implementation strategies that align AI capabilities to customer priorities and readiness
Partner with engineering and delivery teams to translate business requirements into technical solution designs
Ensure AI solutions are engineered to integrate seamlessly into existing contact center workflows
Guide customers toward Hybrid Agent models where AI replaces repetitive tasks and humans focus on complex customer interactions
Validate solution designs against customer goals for accuracy, containment, escalation, and customer satisfaction
Engage customers with the confidence and clarity of a sales professional, building trust and credibility at all levels of the organization
Translate technical capabilities into clear business value, helping customers understand why certain AI tools matter more than others
Align executive, operational, and technical stakeholders around a shared AI roadmap and success criteria
Provide consultative oversight throughout discovery, design, testing, UAT, and go-live
Review customer interaction data to validate AI performance and identify optimization opportunities
Collaborate with internal teams to manage risks, dependencies, and design trade-offs
Help customers measure success using KPIs such as containment, deflection, CSAT, FCR, and agent productivity
Qualification
Required
5+ years of experience in customer experience, contact center operations, business analysis, AI/automation, or professional services consulting
Proven ability to operate as a technical business analyst in customer-facing environments
Engineering mindset with the ability to understand systems, workflows, and technical trade-offs
Strong customer-facing communication skills comparable to a sales or solutions consulting role
Demonstrated ability to extract critical insights from ambiguous or incomplete customer information
Experience analyzing contact center data, interaction volumes, and operational workflows
Ability to prioritize and align AI capabilities to real customer needs and business outcomes
Familiarity with CX metrics such as containment, CSAT, FCR, AHT, and digital deflection
Preferred
Experience with CCaaS platforms, Virtual Agents, or AI-assisted agent tools
Knowledge of conversational UX, prompt engineering, or knowledge management strategy
High-level understanding of APIs, integrations, and data flows
Experience supporting phased or iterative platform implementations
Company
Technical Source
Technical Source is an IT, engineering, and professional services staffing agency.
51-200 employees
Funding
Current Stage
Growth StageRecent News
EIN Presswire
2025-01-15
EIN Presswire
2024-11-19
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