Lead AI Business Consultant (AI)

TL;DR

Lead AI Business Consultant (AI/CCaaS): Driving AI adoption and stabilization for global enterprise customers with an accent on conversational AI and measurable business outcomes. Focus on optimizing AI performance via prompt engineering, analyzing usage patterns, and leading behavioral change in contact center operations.

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

Company

hirify.global is a global market leader in AI, cloud, and digital software, providing customer experience and public safety solutions to 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 identify ROI and optimization opportunities.
• Execute adoption playbooks and lead reinforcement activities to ensure sustained usage and behavioral change.
• Partner with regional consultants, delivery teams, and operations leaders to drive aligned execution.
• Develop adoption scorecards and translate complex data into clear recommendations for internal leadership.

Requirements

• 10+ years of experience in CCaaS consulting, CX operations, or AI-enabled self-service.
• Practical experience using prompt engineering to optimize generative AI performance.
• Strong understanding of contact center KPIs and operational workflows.
• Hands-on experience with conversational AI, agent assist, or automation solutions.
• Ability to work effectively across time zones with global stakeholders.
• Must be based in Sydney, Australia to comply with the hybrid work model.

Culture & Benefits

• hirify.global-FLEX hybrid model: 2 days in-office for collaboration and 3 days remote per week.
• Exposure to high-profile global enterprise customers and a global AI Center of Excellence.
• High level of ownership over business outcomes rather than just deliverables.
• Clear career progression paths toward senior consulting, principal, or specialist AI roles.
• Fast-paced, collaborative, and creative work environment within a market-disrupting company.