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Added 1 hour ago
Technology Consultant 2 - Microsoft AI Solutions
U.S. Bank National Association
Gresham, OR
…processes. Leads special technical projects. Consults with senior IT management, technical staff, and business lines regarding use of emerging and existing AI technologies and services.…
Added 3 hours ago
Economist, Customer Experience and Business Trends
Amazon
Arlington, VA
As an Economist on our team, you will collaborate with senior management, business stakeholders, scientists, engineers, and economics leadership to solve complex business challenges across…
Added 3 hours ago
C
Senior Generative AI Designer
CoCreativ
Remote, United States
- $130,000 to $170,000 USD / year
We’re looking for a Senior Generative AI Designer with a background in commercial creative production and experience using AI across image and video workflows.
Added 5 hours ago
Integration Solutions-Instructional Design
WESTERN GOVERNORS UNIVERSITY
SALT LAKE CITY, UT
Added 6 hours ago
A
Principal Software Engineering - Reliability and FinOps Engineer
AT&T
Bothell, WA
- $155,400 to $261,100 USD / year
As a Principal System Engineer, you will serve as a senior technical leader across FinOps, cloud optimization, system reliability, and AI-driven automation. You will shape and execute…
Added 7 hours ago
Senior AI Engineer
TSGUS HCG LLC
Remote, United States
Senior AI Engineer, Agentic Solutions & Workflows
Added 8 hours ago
P
Head of Risk Management Center of Excellence
Pfizer
New York City, NY
- $230,900 to $384,800 USD / year
The Head of the Risk Management Center of Excellence (RMCoE) is a senior leadership role within Worldwide Safety, responsible for advancing the science and practice of benefit-risk and…
Added 8 hours ago
Director IT Strategy Consulting AI
Gartner, Inc.
NEW YORK, NY
Added 8 hours ago
Engagement Manager (EXL94)
ExlService.com, LLC
NEW YORK, NY
Added 9 hours ago
Senior Applied AI Engineer (Enterprise AI / Python)
Brightplan
Remote, United States
We are looking for a Senior Applied AI Engineer to help design, build, and scale the systems that power AI across the BrightPlan platform. This role will play an important part in shaping…
Added 10 hours ago
W
(USA) Senior, Software Engineer
Walmart
SUNNYVALE, CA
- $117,000 to $234,000 USD / year
Experience integrating AI/ML components and leveraging generative AI tools to enhance software solutions.
Added 12 hours ago
Director, AI Systems and Delivery (Deputy Lead, AI Integration)
The Aerospace Corpor
Colorado Springs, CO
…SkillsYou'llBring - Ability to build trusted relationships with senior stakeholders and customers - Leading and delivering complex initiatives across classified and unclassified…
Added 12 hours ago
Sr. Keynote Creative Director, Keynote Team
Amazon
Boston, MA
Present creative direction and work in progress to senior leaders and VPs, explaining the strategic reasoning behind each visual decision
Added 13 hours ago
Senior Full Stack Developer
Trinity Solar
Iselin, NJ
Senior Full Stack Developer – .NET / C# / React / Angular / Azure
Added 14 hours ago
Senior Risk Manager - AI Risk & Governance
Edward Jones
Saint Louis, MO
The Senior Risk and Control Associate - AI Risk & Governance will effectively control the risks associated with business activities via the execution of firm's Enterprise Risk Management…
Added 15 hours ago
SL
AI/ML Architect - Consultant / Senior Consultant (US - WEST)
Slalom, LLC
Denver, CO
- $142,000 to $173,500 USD / year
Design, build, and deploy generative AI and machine learning solutions that solve business problems and improve how people work
Added 15 hours ago
M
Cloud Solution Architect - AI Apps
Microsoft
BC, CA · AB, CA
- $96,000 to $177,600 CAD / year
…lead deep technical architecture discussions and engage with senior customer executives, enterprise architects, platform engineers and developers. You will collaborate with a variety of…
Added 15 hours ago
Machine Learning and Python SME
Avalore, LLC
Chantilly, VA
…decision-making, and communicate technical findings and recommendations to senior…
Added 15 hours ago
Associate Director, Senior Service Designer (GenAI Experience)
KPMG LLP
Cincinnati, OH
…our team. KPMG is currently seeking an Associate Director, Senior Service Designer (GenAI Experience) to join our Digital Nexus technology organization. This is a hybrid work opportunity.…
Added 16 hours ago
Forward Deployed Engineer
Arkham Technologies
Remote, United States
You will typically contribute to 1-4 implementations simultaneously, working alongside senior team members.
Added 16 hours ago
Senior Data Developer, Assistant Vice President
Citigroup
Irving, TX
We are strategically building a team of highly skilled and autonomous individuals. We are seeking a Senior Data Developer /Lead to join one of our small, co-located, high-performing squads.…
Added 16 hours ago
Senior Python Developer
Charles Schwab
Austin, TX
…support investing and financial planning. As GenAI OS Application Developer, you will play a pivotal role in building and advancing Schwab’s Generative AI Operating System (GenAI OS), a…
Added 16 hours ago
Senior Java Developer
Charles Schwab
Austin, TX
…advisors across digital, branch, and service channels. As a senior technology leader and engineer, you will play a critical role in shaping the next generation of our client data ecosystem…
Added 17 hours ago
Head of Marketing - Pre-K - 12
People Connect Staffing
Remote, United States
…offerings. Reporting directly to the CEO, you will work closely with senior leaders to shape company strategy and priorities. This will be the first full-time marketing role at the company.…
Added 17 hours ago
Art Director, Motion and Brand
PrePass
Remote, United States
As the Art Director, Motion and Brand, you'll work with the Senior Art Director, the Director of Marketing Comms, and the larger Marketing team to bring the PrePass brand to life in motion.…

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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