Associate Principal, AI & CX Solutions Strategist

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Principal, AI & CX Solutions Strategist based in Canada.** The Associate Principal, AI & CX Solutions Strategist will play a key role in shaping AI-powered customer experience transformation initiatives. This position sits at the intersection of strategy, technology, and innovation, helping organizations turn emerging AI capabilities into measurable business outcomes. You will work with cross-functional teams to design modern CX solutions, develop strategic roadmaps, and accelerate AI adoption. The role requires a strong combination of consulting expertise, technical understanding, and a builder mindset. You will help clients navigate evolving AI ecosystems, including conversational AI, LLMs, and AI agents, while creating impactful customer experiences. This is an opportunity to influence enterprise-level digital transformation projects within a collaborative, innovation-driven environment. ### Accountabilities: The Associate Principal, AI & CX Solutions Strategist drives AI and customer experience transformation initiatives by connecting business objectives with modern technology capabilities. This role combines strategic consulting, solution design, and hands-on innovation to help organizations adopt impactful AI solutions and improve customer engagement. - Act as a strategic advisor, bridging business priorities with AI capabilities, customer experience strategies, and technology solutions. - Design AI-driven CX strategies, including user experiences, AI agent-assist capabilities, and measurable success metrics. - Develop strategic prototypes, pilot programs, and implementation approaches that help clients move from concepts to practical solutions. - Partner with product, technology, and data teams to define solution architectures and build compelling business cases. - Identify, prioritize, and quantify AI and technology opportunities that improve customer experience, operational efficiency, and business value. - Contribute to CX product roadmaps by providing market insights, emerging technology perspectives, and strategic recommendations. - Translate complex AI and technical concepts into actionable plans for business stakeholders and executive audiences. - Support go-to-market initiatives by creating relevant strategies, materials, and recommendations. - Stay current with emerging AI trends, including autonomous agents, generative AI, conversational platforms, and evolving customer experience technologies. - Collaborate with internal teams and clients to promote innovation and identify new opportunities for digital transformation. ## Requirements: The ideal candidate combines experience in consulting, digital strategy, product innovation, or solutions engineering with a strong understanding of modern AI technologies and customer experience ecosystems. They are comfortable working in ambiguous environments, communicating with executive stakeholders, and translating technical possibilities into business outcomes. - 5+ years of experience in management consulting, digital/product strategy, solutions engineering, or a related technology-focused role. - Experience working within high-growth technology, AI, customer experience, or digital transformation environments. - Strong understanding of modern contact center ecosystems and customer experience platforms. - Familiarity with CCaaS solutions such as Zendesk, Amazon Connect, Twilio, Intercom, or similar platforms is an asset. - Knowledge of emerging AI technologies, including conversational AI, generative AI, LLM integrations, and AI-powered agents. - Ability to design and communicate technology strategies that align with business goals. - Strong analytical skills with the ability to evaluate opportunities, measure impact, and build ROI-driven recommendations. - Excellent written and verbal communication skills, with the ability to eng…