Principal AI Strategist
Miratech · United States · remote
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.
About the Role
Miratech is a vendor-agnostic contact center consulting and managed services partner working across Genesys Cloud, Five9, Amazon Connect, and NiCE CXone. AI is changing every part of the contact center. Our clients no longer ask only “which platform?” They want to know what AI can do for their business, where to start, and how to make it pay off. We are hiring a visionary Principal AI Strategist to answer those questions, be our clients’ go-to expert on AI in the contact center, and help Miratech grow from trusted delivery partner to strategic AI advisor.
This is a strategic, client-facing role that puts AI to work in new ways that set our clients apart. You will show executives what AI can do across the whole contact center, from customer call flows to agents, supervisors, quality and workforce teams, and the leaders who run the operation. Then you will turn that interest into a prioritized, vendor-neutral roadmap with measurable business value. You will not be building production integrations; Miratech’s enterprise architects and engineering teams own the build. You will own the AI vision, the business case, and the client executive relationships.
The right person knows contact centers from the inside, keeps up with the latest in AI, and understands how to make it work in a live operation, not only in theory. You are fluent in the native AI of the major CCaaS platforms and in the AI services of Google, Amazon, Microsoft, and others, and you are great at turning that knowledge into objective advice, strong demos, and clear recommendations for executives. If you want to shape how AI changes customer experience, we want to talk to you.
What You’ll Do
AI Strategy & Executive Advisory
- Serve as Miratech’s senior AI advisor to client executives in CX, contact center operations, IT, and digital, shaping how AI improves customer experience, employee experience, and cost to serve.
- Lead AI readiness and maturity assessments across data, knowledge, process, platform, people, and governance to identify where AI will create the most value first.
- Define and own vendor-neutral AI strategies and future-state roadmaps that prioritize use cases by value, feasibility, risk, and time to impact, each backed by a business case, ROI model, and success measures.
- Advise on multi-vendor AI strategy: when to use native CCaaS AI, hyperscaler AI, model providers such as OpenAI and Anthropic, or specialist vendors; how AI agents, human agents, and back-end systems work together and share information; and what AI will cost under per-seat, consumption, and per-interaction pricing models.
- Partner with client operations and IT, Miratech delivery teams, and platform vendors to turn the strategy into clear business requirements, and stay engaged through deployment so every AI initiative stays true to the roadmap and the business case.
AI Across the Entire Contact Center
- Customers: improve the full customer journey with AI virtual agents and conversational IVR across voice and digital channels, intent-based routing, proactive and personalized outreach, real-time translation, and smooth handoffs from AI to live agents with full context.
- Agents: make every interaction easier with real-time agent assist and copilots, fast knowledge search, next-best-action guidance, automated summaries and wrap-up, CRM and case automation, and AI-based training with simulated customer calls.
- Supervisors and quality teams: give them supervisor copilots; real-time alerts on sentiment, compliance, and escalation risk; AI-scored quality on 100% of interactions; and personalized coaching recommendations.
- Workforce and operations leaders: AI-driven forecasting and scheduling, speech and text analytics, contact-driver and root-cause insight, predictive routing, and plain-language reporting that turns customer feedback into action.
- Agentic AI: lead the design of AI agents that can reason, plan, and take action in back-end systems such as CRM, billing, order management, and scheduling to fully resolve customer and employee requests. Define the use cases, what each agent can access and do, how tasks and conversations flow, how agents work together, and how they are tested and kept within safe limits. Build prototypes on CCaaS and cloud platforms, and guide Miratech architects as they build them for production.
- AI and human agents together: define how AI agents and human agents are designed, measured, coached, and managed side by side, and lead the change management that updates roles, builds new skills, and earns the trust of front-line staff.
Innovation & Thought Leadership
- Design and deliver live demos, quick prototypes, workshops, and briefings that show executives what AI can do, solve real operational problems, and leave them with clear next steps.
- Build and maintain a reusable set of AI demos for customer, agent, and supervisor use cases, working with Miratech architects and platform partners to showcase what each platform can do.
- Run pilots and proofs of value with defined success criteria and a clear scale-or-stop decision, so good ideas make it into production.
- Stay current on the market, including AI agents, large language models, voice AI, new standards such as MCP and A2A, and releases from the major CCaaS and cloud providers, and turn what matters into Miratech’s point of view.
- Represent Miratech on contact center AI through client briefings, webinars, partner events, industry conferences, and published insights.
Value, Governance & Practice Growth
- Define how Miratech measures the value of AI: baselines before go-live, KPI targets (containment and resolution, AHT, FCR, CSAT/NPS, quality, agent attrition, cost to serve), and tracking results after launch against the business case.
- Lead responsible AI practices, including guardrails, human review, AI disclosure, privacy and security, accuracy and bias risk, and new AI regulations, and help extend Miratech’s MiraCloud DEOO lifecycle (Design, Engineer, Operate, Optimize) to AI, with governance and monitoring built in.
- Partner with sales and account teams on AI-led pursuits, including discovery, solution design, proposals, RFP responses, statements of work, and pricing, to grow AI advisory and expansion revenue across strategic accounts.
- Build Miratech’s AI advisory offerings and playbooks, and build AI skills across our architects, consultants, and sellers through enablement and mentoring.
What You Bring
Required
- 10+ years of progressive contact center experience across operations, consulting, CX transformation, or CCaaS solution leadership, including 3+ years leading AI, automation, or conversational AI strategy and programs.
- Deep, working knowledge of how contact centers actually run for customers, agents, supervisors, and managers, including routing, self-service, workforce management, quality, coaching, knowledge, and performance management, plus the KPIs that matter to operations leaders.
- Strong knowledge of the AI built into CCaaS platforms, with deep expertise in at least one of Genesys Cloud, Five9, Amazon Connect, or