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Customer Contact Transformation Lead

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PA Consulting

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Location:
United Kingdom , London

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

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Job Description:

We are seeking a Customer Contact Technology Specialist at Principal Consultant level to lead technology-driven transformation in customer contact environments. We are specifically looking for someone who can develop Customer contact strategy where technology is an enabler. This role combines deep expertise in Contact Centre technology, AI innovation, and consulting delivery to help clients modernise and optimise their customer engagement strategies.

Job Responsibility:

  • AI Innovation & Alliances: Work with strategic technology partners and alliances to identify opportunities for AI-based services tailored to contact centre use cases
  • Shape joint propositions and support go-to-market initiatives with partners
  • Product Ownership: Take ownership of the development and roadmap for KAIWA, our AI coaching and analytics solution
  • Support sales enablement, client demos, and delivery of KAIWA engagements
  • Support development of business cases and options for clients
  • Technology Change Leadership: Act as a subject matter expert in technology-based change for customer contact, preferably within Financial Services (FS) or Public Sector (PS)
  • Advise clients on business readiness, change management, and operational impact of new technologies
  • CCaaS Platform Expertise: Lead or support rollouts of new CCaaS platforms (e.g., Five9, Genesys, NICE CXone)
  • Deliver overlay consulting services including business readiness assessments, change management plans, and operational transition support
  • CRM Programme Delivery: Shape and deliver CRM transformation programmes integrated with contact centre technology
  • Ensure alignment between CRM and CCaaS platforms for seamless customer experience
  • Thought Leadership & Advisory: Develop frameworks, best practices, and accelerators for AI adoption in contact centres
  • Contribute to industry thought leadership through blogs, webinars, and client workshops

Requirements:

  • Proven experience delivering technology transformation in contact centres, including AI and CCaaS deployments
  • Strong understanding of customer experience operations, contact centre KPIs, and digital engagement strategies
  • Expertise in business readiness, change management, and stakeholder engagement for technology rollouts
  • Familiarity with AI/GenAI applications for customer contact (e.g., knowledge management, agent assist, conversational AI)
  • Confident with Data analysis and shaping benefits cases
  • Experience shaping and delivering CRM programmes integrated with contact centre technology
  • Experience working with Financial Services or Public Sector clients preferred
  • Ability to collaborate with alliances and technology vendors to shape joint propositions
  • Preferably an Operational Practitioner who has transitioned into a consulting role so combines Operational experience with Consulting disciplines

Nice to have:

  • Knowledge of compliance and best practices in AI for CX
  • Experience in developing SaaS products or IP for contact centre environments
  • Consulting background with strong client-facing skills and commercial acumen, coupled with operational experience
  • Ability to deliver general consulting engagements
  • Strong internal and external networking skills
  • A recognised contributor to Industry thought leadership
  • Experience with CRM deployments would be advantageous
  • Be a recognised leader in the Customer contact field experienced with influencing at C-level
What we offer:
  • Health and lifestyle perks accompanying private healthcare for you and your family
  • 25 days annual leave (plus a bonus half day on Christmas Eve) with the opportunity to buy 5 additional days
  • Generous company pension scheme
  • Opportunity to get involved with community and charity-based initiatives
  • Annual performance-based bonus
  • PA share ownership
  • Tax efficient benefits (cycle to work, give as you earn)

Additional Information:

Job Posted:
January 10, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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