Customer Contact Transformation Lead

Company description

We believe in the power of ingenuity to build a positive human future.  

As strategies, technologies, and innovation collide, we create opportunity from complexity. 

Our teams of interdisciplinary experts combine innovative thinking and breakthrough technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results. 

We are over 4,000 strategists, innovators, designers, consultants, digital experts, scientists, engineers, and technologists. And we have deep expertise in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport.  

Our teams operate globally from offices across the UK, Ireland, US, Nordics, and Netherlands. 

PA. Bringing Ingenuity to Life. 

Job description

We believe in the power of ingenuity to build a positive human future. We challenge where it matters and own the outcome. We combine strategic thinking, customer-centric service design, and agile engineering practices to accelerate innovation in a tech-driven world. 

Why consider joining our Digital & Data community? 🤔 

• Join our Digital & Data team working alongside product, design and a wide range of other experts and cross-disciplinary teams to bring ideas to life through innovative software solutions.
• Grow a flexible and unique career within a trust-based, inclusive environment that values excellence, innovation, and curiosity. You have the option to progress with us on a technical career track. No need to go onto the Partner career track if this doesn’t align with what you want to do.
• Hybrid working - our approach is to be in the office or on client site a minimum of 2 days per week.
• Work on a broad variety of projects and tech stacks for clients across seven sectors - no project is ever the same
• Join other experts within our supportive and collaborative tech community through knowledge-sharing and peer-level support, coaching and mentoring
• Deepen your expertise through our a culture of learning and growth – you’ll have budget to take courses (technical and non-technical training), plus gain certifications

Role Overview 🚀

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.

Core Responsibilities:

• 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.

Qualifications

Essential requirements ✅ 

• Proven experience delivering t echnology 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

Desirable:

• 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.

Additional information

Life At PA encompasses our peoples' experience at PA. It's about how we enrich peoples’ working lives by giving them access to unique people and growth opportunities and purpose led meaningful work.

Our purpose guides how we work with our clients and our teams, and support our communities, to deliver insight and impact, solving the world’s most complex challenges. We're focused on building a workplace that values human difference and diverse mindsets, and a culture of inclusion and equality that unlocks the potential in our people so everyone can be their best self.

Find out more about Life at PA here .

We are dedicated to supporting the physical, emotional, social and financial well-being of our people. Check out some of our extensive benefits:

• 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)

We’re committed to advancing equality. We recruit, retain, reward and develop our people based solely on their abilities and contributions and without reference to their age, background, disability, genetic information, parental or family status, religion or belief, race, ethnicity, nationality, sex, sexual orientation, gender identity (or expression), political belief veteran status, or other by any other range of human difference brought about by identity and experience. We welcome applications from underrepresented groups.

Adjustments or accommodations - Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us on [email protected]

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