Senior Consultant, AI & Digital

Visa•Austin, TX

7h•Hybrid

About The Position

We are seeking a Senior Consultant – AI & Digital to help design and deliver AI‑enabled, CRM‑centric transformation initiatives. This role sits at the intersection of business strategy, CRM platforms, and applied AI, translating customer service and operations needs into scalable, data‑driven solutions. As a Senior Consultant, you will work closely with business leaders, product managers, CRM team, data science, and engineering teams to modernize customer engagement, improve agent productivity, and unlock value from Dynamics 365 through AI, automation, and intelligent workflows.

Requirements

8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Proactive and self-motivated approach
Excellent analytical, communication, and stakeholder management skills
Experience with CRM/ AI/ML desired
Ability to work with internal product development and engineering teams to deliver products on schedule and with great quality. Comfortable in a heavily matrixed organization.
Familiar with software development methodology, story, and requirements definition
Strong analytical and problem-solving abilities, ability to use hard data and metrics to back up assumptions and evaluate outcomes
Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment
Ability to understand both business and technical concepts.

Nice To Haves

9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
Experience with Jira, Jira Align or other agile tools is preferred but not required
Strong product management experience or ability to demonstrate fast paced learning of Product Management skills

Responsibilities

Lead transformation initiatives using Microsoft Dynamics 365 (Customer Service, Sales, Case Management, Knowledge Management etc)
Analyze and redesign end‑to‑end customer and agent journeys within Dynamics to improve efficiency, consistency, and experience
Translate business requirements into CRM capabilities, configurations, and integration needs
Collaborate with data science and engineering teams to integrate AI services with Dynamics entities, case data, and telemetry
Evaluate trade‑offs between agent‑assist solutions, agentic automation, and traditional CRM workflows
Manage post-release feature management measurement of adoption, performance, and the need for reiterations for release
Analyze data to provide actionable product insights and define product capabilities, assessment of operational data required
Proactively identify gaps in the current product offering and lead the effort to develop solutions that drive business value
Provide support to the various internal customer support teams to help streamline product rollout
Develop concise product materials to document the product features to educate stakeholders (e.g., Release Notes, training videos etc )