Director, Service & Contact Center Transformation (AI)

Location: New York, United States; travel up to 50% may be required based on client and engagement needs.

Base compensation: $180,000–$270,000 per year, with potential variable incentives, bonuses, or commissions.

Company

hirify.global is a global business and technology transformation partner, with frog serving as its reinvention and experience partner within hirify.global Invent.

What you will do

• Lead end-to-end service and contact center transformation engagements from current-state assessment and strategy through implementation, production, and benefits realization.
• Advise senior executives on AI, generative AI, automation, analytics, and human-centered design for customer and employee experience improvement.
• Design operating models and transformation roadmaps covering digital self-service, voice AI, intelligent routing, agent assistance, knowledge management, workforce optimization, and service analytics.
• Originate, shape, and convert consulting opportunities, including proposals, proofs of concept, executive presentations, negotiations, and commercial structuring.
• Manage engagement scope, pricing, staffing, risk, margin, and value realization while remaining accountable from pursuit through delivery.
• Direct multidisciplinary teams across strategy, service design, conversation design, technology, data, analytics, and change management.

Requirements

• 12+ years of relevant experience in contact center transformation, customer service operations, or management consulting.
• 6+ years leading complex engagements or major workstreams with responsibility for delivery quality, teams, client outcomes, and senior stakeholders.
• Demonstrated success in consulting business development, executive relationship management, solution development, proposals, and commercial negotiations.
• Experience delivering enterprise-scale contact center, conversational AI, or AI-enabled customer service programs into production.
• Strong understanding of contact center architecture, including telephony, routing, IVR, CCaaS, CRM, knowledge management, workforce management, quality management, analytics, and AI orchestration.
• Bachelor’s degree or equivalent experience, executive-level communication skills, and willingness to travel up to 50%.

Nice to have

• Experience with voice AI, generative AI, agent assistance, intelligent knowledge retrieval, automated summarization, digital self-service, and human handoff design.
• Thought leadership, reusable assets, market offerings, alliance relationships, and coaching experience.

Culture & Benefits

• AI-enabled consulting model combining strategy, creativity, science, data, design, and technology.
• Paid time off, company holidays, personal days, and sick leave based on employee grade and policy.
• Medical, dental, and vision coverage.
• Retirement savings plans, including 401(k) in the United States.
• Life and disability insurance and employee assistance programs.