Senior AI Adoption Consultant (COE)

Senior Consultant, AI CoE Enablement & Adoption Systems (US-Based) 

Role Summary 

The Senior Consultant, AI CoE Enablement & Adoption Systems is responsible for designing and maintaining the standards, frameworks, and enablement mechanisms that ensure AI solutions are consistently adopted, trusted, and sustained across enterprise contact center environments. 

This role does not own individual customer accounts. Instead, it defines how AI adoption and enablement are executed across customers, partners, and internal teams, ensuring consistency, quality, and measurable outcomes at scale. 

This role is best suited for experienced consultants who combine AI fluency, operational understanding, and system-level thinking, and who want to build enablement structures that are used repeatedly, not once. 

Key Responsibilities 

Define Adoption and Enablement Standards 

• Define and maintain standards for AI readiness, adoption, stabilization, and sustained usage. 

• Establish clear criteria for what constitutes effective AI usage, trust, and operational fit. 

• Define behavioral and operational validation requirements tied to AI deployment. 

Build Scalable Enablement Assets 

• Create reusable enablement assets including playbooks, validation checklists, supervisor guides, prompt standards, and reinforcement tools. 

• Define prompt and interaction standards that drive consistent generative AI performance across environments. 

• Ensure enablement assets are practical, field-tested, and directly usable by delivery and customer-facing teams. 

Embed Enablement into AI Delivery 

• Define how enablement is integrated into AI rollout, stabilization, and post-launch activities. 

• Partner with delivery and training teams to ensure enablement is executed as part of AI delivery, not as a parallel effort. 

• Define role-based enablement expectations for agents, supervisors, and operations leaders. 

Drive Consistency Across Teams and Partners 

• Establish internal and partner enablement standards to reduce variance and rework. 

• Ensure adoption and enablement standards are consistently applied across regions and delivery models. 

• Act as a point of alignment across product, delivery, training, and AI leadership. 

Translate Adoption Signals into Improvement 

• Analyze adoption, usage, and enablement signals across customers to identify systemic gaps and patterns. 

• Translate insights into actionable recommendations for product, engineering, and delivery teams. 

• Support leadership with clear, data-backed views of adoption and enablement health. 

What Makes This Role Compelling 

• Ownership of enablement and adoption standards used globally 

• Direct influence on how AI is implemented and sustained at scale 

• High visibility across product, delivery, and AI leadership 

• Work focused on building durable systems, not one-off engagements 

• Strong path to principal-level consulting or broader AI leadership roles 

Required Experience 

• 6+ years of experience in AI adoption, enablement, CX transformation, or enterprise consulting 

• Strong understanding of contact center operations and AI-driven self-service environments 

• Demonstrated experience designing scalable enablement frameworks, playbooks, or standards 

• Practical familiarity with generative AI behavior, prompt design, and adoption challenges 

• Experience embedding enablement into delivery motions rather than running standalone change programs 

• Ability to influence cross-functional teams without formal authority 

• Strong analytical, communication, and documentation skills