Lead Business Consultant (AI)

TL;DR

Lead Business Consultant (AI): Serving as a product expert for Quality and Analytics solutions to help clients unlock value from customer interaction data with an accent on AI-driven innovation and operational excellence. Focus on guiding clients through AI model optimization, facilitating discovery workshops, and driving adoption of advanced automation tools to improve contact center performance.

Location: Must be based in the USA

Company

A global innovation powerhouse providing software solutions for customer experience, financial crime prevention, and public safety to over 25,000 businesses worldwide.

What you will do

• Serve as the primary product expert for Quality and Analytics solutions to support client implementation and success.
• Lead clients from initial deployment to full adoption by demonstrating value and ensuring data integrity.
• Advise clients on best practices in Quality Management, Analytics, and Customer Experience optimization.
• Pilot and integrate new AI features, such as intent validation and automated insights, to accelerate client value.
• Guide clients through the transition from manual processes to AI-driven analytics and model optimization.
• Collaborate with Product, Services, and Customer Success teams to align roadmaps and value delivery strategies.

Requirements

• Must be based in the USA and eligible for background screening including employment verification and credit checks.
• 5+ years of experience in consulting, customer success, or analytics and quality management.
• Proven track record managing analytic and quality initiatives from concept to execution.
• Strong analytical, communication, and presentation skills with the ability to translate complex data into insights.
• Experience in contact center operations and performance drivers.
• Strong interest in the AI landscape and practical experience with AI-driven automation.

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• Experience with hirify.global IA (Nexidia IA), Quality Central, or CXOne.
• Working knowledge of databases and SQL.

Culture & Benefits

• Opportunity to influence product innovation and drive measurable impact across major industries.
• Collaborative, high-impact team environment.
• Work with a market-leading organization serving 85 of the Fortune 100 corporations.
• Commitment to equal opportunity and inclusive workplace culture.