Principal, CCaaS & AI

West Monroe • Chicago, IL

11d • Hybrid

About The Position

Are you ready to make an impact?
West Monroe is seeking a Principal to join our Customer Service Strategy team, focused on transforming customer service and contact center operations through CCaaS and CX AI-enabled solutions. You will lead end-to-end transformation programs, helping clients modernize their contact centers, improve customer experience, and unlock value through digital and AI capabilities.

Requirements

• 7+ years of experience in customer service, contact center, or customer experience transformation
• Experience in a client facing role within a consulting or professional services firm
• Strong understanding of: Contact center operations and KPIs Customer experience and journey design Omnichannel and digital self-service strategies
• Experience leading or supporting customer service transformation initiatives
• Experience working with CCaaS and CX AI platforms, such as: Genesys NICE (CXone) / Cognigy Google CCAI AWS Connect
• Experience designing and deploying AI pilots and scaling capabilities, including conversational AI and automation
• Client travel up to 50%
• Hybrid role (1 to 2 days a week in office)
• Ability to work in the United States now or in the future without sponsorship

Responsibilities

• Lead end-to-end customer service transformation initiatives, from strategy through implementation
• Assess contact center operations, processes, and customer journeys to identify improvement opportunities
• Define and implement future-state operating models, including digital self-service and omnichannel strategies
• Align technology solutions with business goals, customer experience objectives, and operational KPIs
• Guide selection and implementation of CCaaS and CX AI platforms (e.g., Genesys, NiCE, Google CCAI, AWS)
• Support adoption and deployment of AI capabilities, including conversational AI, virtual agents, and automation
• Translate business requirements into scalable AI-enabled service models, balancing automation, agent augmentation, and customer satisfaction outcomes
• Design agent experience strategies incorporating AI copilots, knowledge automation, and real-time guidance to improve productivity and consistency
• Partner with technical teams to ensure solutions meet operational and customer experience needs
• Build client relationships and serve as a trusted advisor to stakeholders across customer service, operations, and technology
• Facilitate discussions around business priorities, investment decisions, and transformation roadmaps
• Mentor team members and support development of West Monroe’s customer service capabilities
• Contribute to methodologies, offerings, accelerators, and thought leadership in customer service transformation
• Support business development efforts by shaping client solutions and proposals
• Identify opportunities to expand work across accounts

Benefits

• Employees (and their families) are covered by medical, dental, vision, and basic life insurance.
• Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses.
• Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year.
• Eligibility for ten weeks of paid parental leave will also be available upon hire date.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed