Principal Consultant - CX (Sacramento)

NWN Carousel • Sacramento, CA

1d • Hybrid

About The Position

The Principal Consultant – CX role is a senior subject matter expert with a combination of business outcome mapping and deep Contact Center and Customer Experience (CX) transformation expertise, combining business‑outcome alignment with advanced cloud‑based and hybrid CX platform architecture. This role is responsible for positioning, architecting, and evangelizing modern contact center and omnichannel CX solutions that deliver measurable customer, employee, and business outcomes. The Principal Consultant – CX leads clients through modernization strategies aligned to business objectives, digital maturity, and long‑term experience innovation roadmaps.
Take a leadership role in strategic account planning and execution that enables contact center and CX modernization, driving adoption of cloud‑based CX platforms, analytics, and managed services.
Foster strong executive‑level relationships across Customer Experience, Contact Center Operations, IT, Digital, and Business Unit leadership, acting as a trusted advisor to both business and technology stakeholders.
Influence and drive alignment between CX business objectives and technology strategy, translating customer, agent, and operational needs into executable CX roadmaps
Lead CX and Contact Center envisioning workshops, experience maturity assessments, and transformation initiatives, including omnichannel strategy, workforce engagement, customer journey optimization, and platform modernization.
Operate as a pseudo vCXO / vCTO for strategic customers, with primary focus on customer experience strategy, contact center operating models, platform modernization, automation, analytics, compliance, and security
Develop trusted advisor status and act as the primary Cloud and Hybrid Cloud authority, leading strategic conversations among client stakeholders, Hyperscaler partners, and technology vendors.
Create and maintain strategic relationships to include facilitating meetings, quarterly business reviews, and strategic briefings to enhance generating valuable exchanges
Participate in Offering Boards with the respective leads of NWN's offerings to provide feedback and gain knowledge tied to road map, vision, and strategy
Coach/Mentor/Support NWN Business Architect (BA) team
Own the Contact Center and CX solution vision within assigned accounts, ensuring alignment with customer experience objectives and business outcomes
Design, validate, and position cloud‑based and hybrid contact center architectures, including omnichannel routing, IVR, WFO/WEM, AI, automation, and analytics
Lead platform selection, modernization planning, and migration initiatives from legacy contact centers to cloud and hybrid CX platforms
Act as CX subject‑matter authority and escalation point for complex contact center engagements
Collaborate closely with CX Engineering, Managed Services, and platform partners to ensure solution feasibility, adoption, and delivery excellence
Understand and articulate at the expert level all NWN service offerings and capabilities.
Maintains knowledge of market trends, technology trends, business challenges and priorities.
Represent NWN with contractors, suppliers, customers, departments, and other parties as required.
Optimizes and leverages available systems, tools, and resources including project tracking and reporting tools.
NWN pipeline reporting within the account to the Sales Management team.
Other responsibilities as assigned.

Requirements

• Experience collecting business and technical requirements at the C-level
• 10+ years of experience in contact center, customer experience, or customer engagement solution architecture, including significant hands‑on experience with cloud‑based and hybrid contact center platforms and enterprise CX environments.
• Bachelor's Degree or equivalent work experience/military experience
• Demonstrated experience designing and delivering enterprise contact center and omnichannel CX solutions
• Proven ability to engage and influence senior business stakeholders, including CX, Operations, Digital, and IT leadership
• Experience translating customer experience goals into technical architectures and transformation roadmaps.
• Experience creating CX‑focused business cases, including ROI/TCO analysis tied to contact center modernization, customer satisfaction, agent productivity, and operational efficiency
• Experience presenting at the CxO Level
• Highly flexible, self-directed and with ability to adapt in a rapidly changing environment.
• Ability to function effectively in a fast-paced environment and manage multiple projects simultaneously.
• Ability to exercise exceptional judgment where practices and policies are not clearly defined.
• Demonstrated ability to manage multiple competing priorities and potentially, multiple teams.
• Excellent problem solving and negotiation skills.
• Exceptional client facing communications and presentation skills.
• Bachelor's Degree or equivalent work experience/military experience
• Hands‑on architecture and solution experience with one or more leading CX platforms, including: Amazon Connect Genesys (Cloud CX / Engage) Five9 Cisco Contact Center (UCCE, Webex Contact Center, CCX)
• Travel: Local driving distance on a daily basis.
• Overtime: As required for support or implementation work

Nice To Haves

• IT Service Management (ITSM) certification preferred

Responsibilities

• Take a leadership role in strategic account planning and execution that enables contact center and CX modernization, driving adoption of cloud‑based CX platforms, analytics, and managed services.
• Foster strong executive‑level relationships across Customer Experience, Contact Center Operations, IT, Digital, and Business Unit leadership, acting as a trusted advisor to both business and technology stakeholders.
• Influence and drive alignment between CX business objectives and technology strategy, translating customer, agent, and operational needs into executable CX roadmaps
• Lead CX and Contact Center envisioning workshops, experience maturity assessments, and transformation initiatives, including omnichannel strategy, workforce engagement, customer journey optimization, and platform modernization.
• Operate as a pseudo vCXO / vCTO for strategic customers, with primary focus on customer experience strategy, contact center operating models, platform modernization, automation, analytics, compliance, and security
• Develop trusted advisor status and act as the primary Cloud and Hybrid Cloud authority, leading strategic conversations among client stakeholders, Hyperscaler partners, and technology vendors.
• Create and maintain strategic relationships to include facilitating meetings, quarterly business reviews, and strategic briefings to enhance generating valuable exchanges
• Participate in Offering Boards with the respective leads of NWN's offerings to provide feedback and gain knowledge tied to road map, vision, and strategy
• Coach/Mentor/Support NWN Business Architect (BA) team
• Own the Contact Center and CX solution vision within assigned accounts, ensuring alignment with customer experience objectives and business outcomes
• Design, validate, and position cloud‑based and hybrid contact center architectures, including omnichannel routing, IVR, WFO/WEM, AI, automation, and analytics
• Lead platform selection, modernization planning, and migration initiatives from legacy contact centers to cloud and hybrid CX platforms
• Act as CX subject‑matter authority and escalation point for complex contact center engagements
• Collaborate closely with CX Engineering, Managed Services, and platform partners to ensure solution feasibility, adoption, and delivery excellence
• Understand and articulate at the expert level all NWN service offerings and capabilities.
• Maintains knowledge of market trends, technology trends, business challenges and priorities.
• Represent NWN with contractors, suppliers, customers, departments, and other parties as required.
• Optimizes and leverages available systems, tools, and resources including project tracking and reporting tools.
• NWN pipeline reporting within the account to the Sales Management team.
• Other responsibilities as assigned.

Benefits

• At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level