About this role
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.
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
Qualifications
- 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
Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.
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.
Other consultancies talk at you.
At West Monroe, we work with you.
We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next.
You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact.
West Monroe is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com/inclusion. If you require a reasonable accommodation to participate in our recruiting process, please inquire by sending an email to recruiting@westmonroe.com.
Please review our current policy regarding use of generative artificial intelligence during the application process.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.
About West Monroe
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