Jobs in the United States

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Added 11 mins ago
Renewal and Reporting Analyst
CVS Health
Remote, United States
Develops and executes implementation strategy consistent with client expectations; ensures strategy is administered in accordance with all performance guarantee arrangements.
Added 11 mins ago
District Planning Engineer (Civil Engineer IV)
State of Massachusetts
Lenox, MA
…of Transportation Planning (Boston HQ) to track status and implementation of Federal earmarks for various projects. * Confers with District Project Development Engineer and District Highway…
Added 11 mins ago
IT Senior Solution Architect - AMI/Metering (Hybrid)
Eversource Energy
Westwood, MA
…designs, coordinate across architectural domains, and guide implementation into production and operational environments. They help shape the Architectural Runway to enable future…
Added 11 mins ago
Cloud Engineer
Maximus
Boston, MA
Research, design, develop, run tests, and evaluate systems supporting cloud implementation and integration with cloud service providers, applying principles and techniques of computer…
Added 11 mins ago
Associate Scientist - Downstream Process Development
Lilly
Boston, MA
…development strategies, platform development initiatives, technology implementation, and multi-functional…
Added 12 mins ago
Customer Solutions Strategy Consultant
IBM
Boston, MA
As an Associate Partner within Customer Transformation, you will lead the design and delivery of modern customer service and contact center transformations, combining deep technology and…
Added 12 mins ago
Research Data Specialist - Lymphoma
Dana-Farber Cancer Institute
BOSTON, MA
Assisting research teams with the development, testing and implementation of Case Reports Forms for PI-Initiated clinical trials.
Added 12 mins ago
Associate, Portfolio Company Management
Manulife
Boston, MA
The Associate, Portfolio Company Management supports the Farmland Plus strategy by working closely with the Senior Director of Portfolio Company Management and portfolio company leadership…
Added 18 mins ago
Client Integration Specialist
Zelis Healthcare, LLC
Boston, MA
At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their…
Added 27 mins ago
MG
Program Coordinator
Massachusetts General Hospital
Charlestown, MA
- $22.22 to $31.71 USD / hour
…departments, monitors program timelines, and supports project implementation to enhance program effectiveness. Contributes to reporting and data analysis to assess program impact and…
Added 27 mins ago
Plant Smart Factory Lead
ZF
Gray Court, SC
Lead the design, development, and implementation of software and automation solutions to enhance data analytics capabilities and overall plant performance.
Added 27 mins ago
EC
Associate Production Supervisor
Eaton Corporation
Sumter, SC
- $71,000 to $105,000 USD / year
Eaton’s ES AMER ARS division is currently seeking a Associate Production Supervisor.
Added 37 mins ago
Financial Advisor
Edward Jones
Moscow, ID
…with existing clients by reviewing investment strategies and implementation recommendations. Financial advisors earning potential is reflective of their…
Added 37 mins ago
Housing Services Lead- Boise 23rd
Terry Reilly Health Services
Boise, ID
Added 43 mins ago
Case Manager
Southeast Health
Dothan, AL
…through direct patient contact, comprehensive care planning, implementation of discharge plans and evaluation of plan toward patient goals. The Case Manager collaborates with all components…
Added 52 mins ago
Construction Quality Manager - Infrastructure
Burns & McDonnell
Kansas City, MO
+ Perform hands-on site assessments and field audits to confirm effective implementation of the Construction Quality Management System.
Added 54 mins ago
Systems Administrator - Kiteworks
SitusAMC
Jefferson City, MO
The Associate, Systems Administrator is an individual contributor in the Systems Administration job family, responsible for the implementation, administration, and ongoing support of the…
Added 57 mins ago
Public & Labor Proposal Associate
CVS Health
Work at Home, MO
The Specialty Sales Support Associate provides pre-sale and post-sale support for specialty benefits business, serving as a liaison between Sales, Underwriting, Implementation, Account…
Added 57 mins ago
Engineering Tech Analyst
Apex Systems, Inc
Milford, MI
…to monitor overall status. - Participate in the design and implementation of action plans to improve manufacturing and development processes. - Collaborate daily with team members and…
Added 57 mins ago
Entry-Level Cybersecurity Analyst / IT Technician
Cutting Edge Computers
Gaylord, MI
…efficiently and securely. Networking experience is preferred for both implementation and diagnostics on networks. Customer service skills are a must as you will be dealing directly with…
Added 57 mins ago
Security Specialist I
Wacker Chemical Corporation
Adrian, MI
…audits. Track audit actions and assist with corrective action implementation and closure. Regional Security Operations and Site Monitoring Support coordination of security operations for…
Added 57 mins ago
Respiratory Therapist Clinical Specialist - 36 Hours Midnight Shift
Henry Ford Health System
Jackson, MI
…Manager and leadership team with regards to development and implementation of departmental goals, personnel management, and as emissary to assigned area of expertise. The RT-CS is…
Added 59 mins ago
G
Manufacturing Engineer
GPAC
Cumming, GA
- $80,000 to $100,000 USD / year
Lead the implementation and ongoing use of lean manufacturing methods, tools, and processes.
Added 59 mins ago
Payment Integrity Lead - Strategy & Audit Optimization
Humana
Jefferson City, MO
+ Drive promising concepts from idea through validation and implementation, creating accountability and momentum across teams.
Added 1 hour ago
Enterprise Business Development Executive
MSC Industrial Supply Co.
Remote, United States
…aligns with approved targets through seamless onboarding, rapid implementation, and compliance with sales thresholds. By partnering closely with internal teams, they support smooth handoffs…

IBM

Customer Solutions Strategy Consultant

Boston, MA, United States

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Job details

Posting language: English
Posted: Nov 7, 2026

Original job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

As an Associate Partner within Customer Transformation, you will lead the design and delivery of modern customer service and contact center transformations, combining deep technology and architecture expertise with strong consulting, problem-solving, and client leadership skills.

You will help clients navigate complex technology decisions, define end-to-end contact center architectures, and apply conversational, generative, and agentic AI to transform customer and agent experiences. You will also shape differentiated solutions and transformation approaches that connect technology decisions to business priorities and measurable outcomes.

Your primary responsibilities will include:

Architect Modern Contact Center Solutions: Define end-to-end architectures spanning CCaaS, telephony, CRM, digital channels, conversational AI, workforce engagement, knowledge, data, integrations, and workflow orchestration.

Lead Telephony & CCaaS Modernization: Guide clients through modernization of complex voice and contact center environments, with strong knowledge of telephony, IVR, routing, SIP, carrier connectivity, cloud communications, recording, resiliency, and migration from legacy platforms to modern cloud architectures.

Design AI-Enabled Customer Service Solutions: Architect solutions incorporating conversational AI, generative AI, and agentic AI across virtual agents, agent assist, intelligent routing, knowledge, quality management, workflow automation, and increasingly autonomous customer service experiences.

Navigate the Contact Center Technology Ecosystem: Bring broad knowledge of leading CCaaS, CRM, conversational AI, and emerging AI technologies, including Genesys Cloud, Amazon Connect, NICE CXone, Five9, Salesforce, Microsoft, Google and other ecosystem providers. Evaluate technologies objectively based on client requirements, existing architecture, and transformation objectives.

Define Target-State Architecture & Transformation Roadmaps: Assess current technology estates and operating environments, identify modernization opportunities and constraints, and translate business needs into target-state architectures, solution designs, migration approaches, and pragmatic transformation roadmaps.

Shape Client Solutions & Pursuits: Structure ambiguous client problems, develop tailored solutions and points of view, and translate complex technical concepts into compelling executive-level recommendations, proposals, presentations, and business cases. Partner with account teams to shape and sell transformation engagements.

Bridge Architecture and Delivery: Work across executives, enterprise architects, engineers, product teams, AI specialists, and technology partners to connect strategic objectives with executable technical solutions and successfully move from solution design into implementation.

Lead and Grow Client Relationships: Serve as a trusted advisor to technology and customer service executives, lead multidisciplinary teams, identify new opportunities, and help grow the firm's capabilities and market presence across contact center, customer service, and AI transformation.

"Hybrid: Your work location of City, State was assigned based on business need and currently your role designated as a hybrid role. Hybrid roles are expected to perform their primary duties from a combination of IBM location, client sites or work at home. The required number of days to be in the office is to be determined by your management team. Any changes to this work arrangement must be preapproved by your manager before any changes are made. This Job can be performed from anywhere in the US."

"Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week, subject to business needs."

Required technical and professional expertise

Deep experience in enterprise contact center transformation and solution architecture, spanning voice, digital and omnichannel environments.
Strong knowledge of telephony and contact center infrastructure, including IVR, routing, SIP, carrier connectivity, call flows, recording, resiliency and cloud migration.
Architecture and solutioning experience with leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9 or comparable technologies.
Strong understanding of the broader customer service technology stack, including CRM, WFM/WEM, knowledge management, data, APIs/integration, identity and enterprise systems.
Demonstrated knowledge of conversational AI, generative AI and agentic AI, including how AI integrates with contact center platforms, enterprise data, knowledge, workflows and human agents.
Ability to translate complex business requirements into target-state architectures, solution designs and practical modernization roadmaps.
Strong consulting and structured problem-solving skills, with the ability to shape tailored solutions, develop compelling executive presentations and proposals, and communicate technical concepts to senior business and technology stakeholders.
Demonstrated ability to shape and sell complex transformation engagements and lead multidisciplinary teams from solution design through implementation.

Preferred technical and professional experience

Deep expertise or certifications across one or more major CCaaS platforms, coupled with working knowledge of the broader vendor landscape.
Experience designing enterprise-scale cloud contact center migrations, particularly from legacy on-premise telephony and contact center platforms.
Experience architecting AI-enabled customer service solutions, including virtual agents, agent assist, AI-driven routing, knowledge, automated quality management and agentic workflows.
Broad knowledge of the evolving conversational AI and AI ecosystem, including hyperscaler, CCaaS and emerging AI solutions.
Experience developing technology assessments, vendor evaluations, business cases and transformation roadmaps for large enterprise clients.
Experience working across both business and technology leadership, with the ability to move between executive-level solution shaping and detailed architecture discussions.
Consulting experience in complex, regulated enterprise environments and a track record of supporting pursuits, proposals and client relationship growth.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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Skills

Customer service
Problem solving
Leadership
Workflow
SIP
Quality assurance procedures
Salesforce
Presentation skills
Regulatory compliance

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