Consultant, Global Analytics

ABOUT THE ROLE

Telecommunication giant is looking for someone who sits at the intersection of operations, process design, and AI to help deploy Agentic AI capabilities across CX, contact center, and internal operations teams.

An implementation and automation role - ideal for someone who has a strong grip on how businesses run, how data flows, and how to build and deploy AI agents that eliminate manual effort through smart tooling.

ROLES AND RESPONSIBILITIES

• Workflow Mapping: Map existing internal workflows across CX, support, and operations teams to identify automation candidates using AI Agents.
• Agent Building & Deployment: Design, configure, and deploy AI agents using Agent Builder - defining triggers, actions, and decision logic to automate tasks like ticket resolution, onboarding, and knowledge retrieval.
• Tool Integration: Connect Agentic AI to client's existing tools like Deal Desk and ensure data flows correctly across the platform.
• Performance Monitoring: Track adoption and ROI metrics - time saved, tickets deflected, search-to-answer rates - and present findings to stakeholders.
• Cross-Functional Collaboration: Partner with IT, CX, and operations teams to gather requirements, manage rollout, and drive adoption across the organisation.
• Knowledge Management: Identify and document gaps in knowledge bases; work with teams to improve content quality so Glean's AI returns better answers.

WHO YOU ARE

• You have 5+ years in operations, program management, or business process improvement - ideally in a CX or tech-enabled environment.
• Experience with AI tools, automation platforms (Zapier, Make, Glean or similar), or no-code agent builders with working knowledge of prompt engineering and token utilization
• You've worked in or around contact centres, customer experience, or service delivery operations.
• You understand how enterprise SaaS tools connect (APIs, CRMs, ticketing systems) even if you haven't personally built integrations.
• You're confident presenting findings to leadership and translating operational data into business language.
• You can map a business problem to an agent workflow — defining what the agent needs to know, when it acts, and when it hands off to a human.
• You've built or improved workflows using data - SQL, Excel, Python, or BI tools - and you're comfortable reading dashboards and drawing insights