Job Summary

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.

Key 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 )

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.  ​

Basic Qualifications:

• 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

Preferred Qualifications:

• 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
• 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.
• 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

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is 152,200.00 to 243,700.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.