AI Contact Center Consultant

Location: New York, United States

Salary: $72,000–$136,000 per year

Company

hirify.global is a global business and technology transformation partner delivering strategy, design, engineering, AI, cloud, data, and digital transformation services.

What you will do

• Lead stakeholder interviews, workshops, process reviews, and interaction analysis to gather requirements.
• Translate business needs into functional requirements, user stories, acceptance criteria, process flows, and AI capability requirements.
• Map customer intents, journeys, service processes, business rules, and escalation paths.
• Design conversational experiences for voice and digital channels, including dialogue flows, prompts, handoffs, and exception handling.
• Analyze contact center data and conversations to identify automation opportunities and experience improvements.
• Support solution delivery, testing, UAT, response quality reviews, client demonstrations, and executive-ready deliverables.

Requirements

• 3–5+ years of experience in consulting, business analysis, customer experience, contact centers, conversational AI, digital transformation, or a related field.
• Strong business analysis, requirements development, structured writing, facilitation, and communication skills.
• Experience designing customer journeys, workflows, conversational experiences, or digital service interactions.
• Understanding of contact center operations and common service processes.
• Ability to translate between business stakeholders and technical delivery teams.
• Experience with agile delivery, user stories, acceptance criteria, backlog management, and iterative testing.

Nice to have

• Experience with Genesys, NICE, Amazon Connect, Kore.ai, Google CCAI, Salesforce, Microsoft Dynamics, or similar customer service platforms.
• Experience with intent taxonomy development, conversation mining, prompt design, knowledge management, or AI evaluation.
• Familiarity with contact center metrics such as containment, FCR, AHT, transfer rate, CSAT, and cost to serve.
• Experience with customer service or contact center transformation programs.

Culture & Benefits

• Full-time employment with a comprehensive benefits package.
• Paid time off, company holidays, personal days, and sick leave.
• Medical, dental, and vision coverage.
• Retirement savings plans, including 401(k) options in the United States.
• Life and disability insurance and employee assistance programs.
• Inclusive workplace with reasonable accommodations available during recruitment.