Senior AI Business Consultant (AI/CCaaS)

TL;DR

Senior AI Business Consultant (AI/CCaaS): Driving AI adoption and stabilization for global enterprise customers within the Customer Services Automation AI Center of Excellence with an accent on prompt engineering, operational workflows, and measurable business outcomes. Focus on optimizing AI outputs, analyzing usage patterns to improve ROI, and leading behavioral change across global contact center operations.

Location: Hybrid in Sydney, Australia (2 days office, 3 days remote)

Company

hirify.global is a global leader in AI-powered customer experience and financial crime prevention software, serving over 25,000 businesses worldwide.

What you will do

• Drive AI adoption and post-deployment stabilization for a global portfolio of enterprise customers.
• Optimize AI performance through prompt engineering, knowledge alignment, and workflow tuning.
• Analyze AI usage patterns and contact center KPIs to surface optimization opportunities and improve ROI.
• Execute adoption playbooks and lead reinforcement activities to drive sustained usage and behavioral change.
• Build adoption scorecards and insight summaries for leadership and customer-facing teams.
• Collaborate with regional consultants and delivery teams to align execution and provide structured product feedback.

Requirements

• 6-10 years of experience in CCaaS consulting, CX operations, or AI-enabled self-service.
• Strong understanding of contact center KPIs and operational workflows.
• Hands-on experience with conversational AI, agent assist, summarization, or automation solutions.
• Practical experience using prompt engineering to improve generative AI performance.
• Ability to work effectively across time zones with global stakeholders.
• Excellent verbal, written, and presentation skills.

Culture & Benefits

• hirify.global-FLEX hybrid model: 2 days in office and 3 days remote per week.
• Global exposure across enterprise customers in multiple regions.
• High visibility within a global AI Center of Excellence.
• Clear career progression toward senior consulting, principal, or specialist AI roles.
• Fast-paced, collaborative, and creative work environment.