[Hiring] Principal AI Strategist @Miratech

Role Description

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.
• Turn that interest into a prioritized, vendor-neutral roadmap with measurable business value.
• 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.

Qualifications

• 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 NiCE CXone and familiarity with the rest.
• Working knowledge of the major AI platforms and how they connect to the contact center.
• Hands-on understanding of generative AI and AI agents, including LLMs, prompt design, retrieval-augmented generation (RAG), tool calling, multi-agent design, testing, and guardrails.
• Proven ability to translate complex business problems into clear roadmaps and practical AI use cases.
• Strong executive presence and storytelling.
• A track record of objective, vendor-neutral advice in multi-vendor environments that clients trust.
• Experience leading change management and adoption of new technology across front-line teams, supervisors, and leaders.

Requirements

• Consulting, advisory, or pre-sales leadership experience with a CCaaS provider, systems integrator, or consulting firm serving enterprise-level clients.
• Hands-on experience building AI prototypes with low-code agent builders and AI platforms.
• Experience with conversation intelligence, speech analytics, or voice-of-customer programs.
• Knowledge of AI governance and regulation.
• Experience in regulated or high-volume industries such as financial services, insurance, healthcare, travel and hospitality, or automotive clubs.
• Prior experience leading an organization through the transition from legacy, on-premises contact center systems to modern cloud platforms with AI built in.
• Current AI or cloud certifications.
• Experience facilitating short, focused innovation sessions.
• A recognized industry presence through conference speaking, publishing, or analyst and partner advisory boards.

Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.