Contact Center Transformation Leader

• Introduction
• A career in IBM Consulting is built on long-term partnerships and meaningful client impact.

As organizations across the U.S. Federal Public Sector modernize the way they serve citizens, you will help lead the evolution of mission‑critical contact center and service experiences. You'll work alongside clients to transform operations through modern CCaaS platforms, AI‑powered service capabilities, and integrated CRM ecosystems, shaping the future of government service delivery.

Backed by IBM's deep expertise, strategic partners, and industry‑leading technology, you'll have the tools to design and deliver innovative service strategies that improve efficiency, elevate customer experience, and drive measurable outcomes. At IBM Consulting, curiosity and collaboration fuel success. You'll be empowered to rethink how service works, explore cutting‑edge solutions, and guide clients through their transformation journeys. Our culture of growth and empathy supports your career development while recognizing the unique skills and leadership you bring to the mission.

• Your role and responsibilities
• The Contact Center Transformation Leader will drive the growth and delivery of large‑scale contact center transformation programs for U.

S. Federal Public Sector clients. This leader will shape, sell, and deliver initiatives across CCaaS platforms, CRM ecosystems, AI‑enabled service capabilities, workforce optimization, and operating model redesign. The role sits within the Customer Transformation practice of the Strategy and Transformation Service Line and will build and lead a growing team of practitioners.

Key Responsibilities

• Lead end‑to‑end contact center transformation programs spanning CCaaS, CRM, and AI‑driven service capabilities.
• Shape and sell transformation opportunities, including solution design, proposal development, and client presentations.
• Manage delivery of complex programs to ensure high‑quality outcomes and measurable business value.
• Advise Federal clients on service strategy, modernization roadmaps, operating model design, and technology selection.
• Drive integration of AI‑powered knowledge systems, workflow automation, predictive insights, and omnichannel service experiences.
• Build and maintain strong executive relationships within Federal agencies.
• Achieve annual signings, revenue, and new client targets.
• Grow and lead a small team (2-3 employees initially), scaling the team as market demand increases.
• Collaborate with internal technology, industry, and delivery teams to ensure seamless execution.
• Contribute to practice development, thought leadership, and market‑facing assets related to contact center and service transformation.

Success Metrics

• Signings and revenue achievement.
• Growth of new Federal clients and expansion of existing accounts.
• Successful delivery of transformation programs.
• Development and scaling of the contact center transformation team.
• Client satisfaction and measurable transformation outcomes.

Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week subject to business needs.

This position can be performed anywhere in the United States

• Required technical and professional expertise
• Deep Expertise in

Contact Center Transformation:

Proven experience leading large‑scale contact center modernization initiatives, including strategy development, roadmap creation, business case definition, and delivery oversight for Federal Public Sector clients.

CCaaS Platform Leadership:

Hands‑on experience with modern CCaaS technologies such as Genesys, NICE, Amazon Connect, or similar platforms, with the ability to design, architect, and guide implementation of cloud‑based contact center solutions.

CRM and Service Platform Knowledge:

Demonstrated experience working with CRM and service management technologies such as Salesforce or ServiceNow to enable integrated service workflows, omnichannel experiences, and improved agent productivity.

• AI‑

Powered Service Capabilities:

Strong understanding of AI‑driven service enhancements, including intelligent automation, virtual agents, knowledge AI, workflow automation, and predictive insights that improve efficiency and customer experience.

Business Development and Growth:

Proven ability to shape and sell transformation programs, drive signings and revenue, build trusted executive relationships, and expand client portfolios within the Federal Public Sector.

Complex Program Delivery:

Track record of delivering multi‑workstream transformation programs on time and within scope, ensuring measurable outcomes, operational improvements, and high levels of client satisfaction.

Leadership and Team Development:

Experience building and leading consulting teams, mentoring practitioners, and fostering a culture of innovation, collaboration, and high performance.

Federal Sector Experience:

Deep understanding of the U.S. Federal Public Sector environment, including mission priorities, regulatory requirements, procurement processes, and security considerations.

• Preferred technical and professional experience

• CCaaS and CRM Certifications:

  Professional certifications in platforms such as Genesys, Salesforce, ServiceNow, NICE, or Amazon Connect.

Federal Consulting Experience:

Prior consulting experience supporting U.S. Federal agencies with digital transformation, contact center modernization, or service experience initiatives.

Service Operating Model Design:

Experience developing and implementing service organization structures, workforce models, governance frameworks, and performance measurement systems.

Advanced AI and Automation Expertise:

Familiarity with advanced GenAI applications, intelligent routing, conversational AI, and predictive analytics that enhance service effectiveness and reduce cost‑to‑serve.

Thought Leadership:

Experience creating market‑facing content, frameworks, or points of view on contact center transformation, AI‑enabled service delivery, or public sector innovation.

• Large‑

Scale Transformation Leadership:

Proven ability to oversee programs with multi‑vendor teams, complex integration requirements, and cross‑agency coordination.

Practice Development:

Experience contributing to a consulting practice through asset development, team growth, capability building, or go‑to‑market activities.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.