Senior Technology Strategist, CX & Contact Center Advisory

Company Description Pontem Technology Partners helps organizations transform customer experience (CX) and modernize cloud contact center platforms by focusing on alignment, adoption, and sustainable change rather than only technology. The team supports clients in objectively evaluating and selecting cloud solutions, securing fair commercial terms, and avoiding common implementation pitfalls.Pontem works closely with stakeholders to build shared ownership and guide teams through people, process, and technology changes needed for lasting success. Their approach turns modernization into an ongoing capability, enabling continuous improvement and measurable outcomes in efficiency, customer satisfaction, revenue retention, and growth. We help medium to large enterprise clients navigate the contact center technology stack: vendor selection, contract negotiation and sourcing, CX strategy, and implementation oversight.We sit on the buyer's side of the table, providing independent advice with real depth in a market built on vendor incentives. Role Description The Senior Technology Strategist, CX & Contact Center Advisory is a full‐time, hybrid role based in the Greater Philadelphia area, with flexibility for part‐time work from home. This role focuses on advising clients on CX and cloud contact center strategies, including platform evaluation, roadmap development, and modernization initiatives.Day‐to‐day responsibilities include assessing current contact center environments, facilitating stakeholder workshops, defining future‐state architectures, and translating business objectives into practical technology plans. The strategist will create clear recommendations, design implementation approaches, and support clients through change management and adoption activities.Opportunity We are hiring a Senior Technology Strategist to open and establish new enterprise relationships at the executive level: CIOs, Chief Experience Officers, and Contact Center leaders. This role is central to Pontem's next stage of growth. It is not a product sales role; there is no demo, license, or quota. The goal is to earn trust fast by delivering on the outcomes clients actually want.ResponsibilitiesBuild and own a pipeline of enterprise relationships with CIOs, CXOs, and contact center leaders in the medium to large enterprise segment. Establish credibility and trust quickly, without a product, demo, or established brand to lean on. Diagnose client needs in CX, contact center, and revenue strategy, and shape them into a Pontem engagement: strategy and roadmap, vendor selection, strategic sourcing, or implementation oversight. Position Pontem's independence as an asset, especially with clients fatigued by vendor‐driven sales processes.Drive alignment across the client's own functions—CX, IT, Operations, Finance—so that revenue, retention, and customer experience initiatives have shared ownership. Structure and close new engagements, working directly with Pontem's founders and delivery teams on scoping, proposals, and commercial terms. Engage Pontem's internal project resources and subject‐matter experts before scope is finalized, ensuring that what is sold matches what can be delivered on the promised timeline.Stay current on the CX and contact center technology landscape (CCaaS, WFM, QM, conversational AI) to maintain a credible point of view. Operate at startup speed: figure out what works, adjust, move on. No multi‐week ramp or large internal machine to lean on. Represent Pontem consistently with its voice: direct, evidence‐based, and willing to recommend a path rather than merely offering options.What You Bring 6 years in a client‐facing role that required earning trust with C‐suite executives without a product‐led sales process. A background in management consulting, strategic advisory, or enterprise services is preferred. Direct exposure to CX, contact center, or adjacent enterprise technology is a strong plus; a strong trust‐building track record can substitute. A demonstrated ability to build a book of business from scratch. Inherited accounts do not count. Comfort with ambiguity and a small, fast‐moving organization.No support infrastructure behind you. Executive presence: able to hold a room with a CIO or Chief Experience Officer without over‐explaining or under‐delivering. Strong written and verbal communication, direct and free of filler. A track record of putting client interest ahead of your own, even when it is not the easiest or most profitable path in the moment.Integrity is non‐negotiable in this role. A competitive mentality—demonstrated experience competing professionally or personally, disciplined, driven, and passionate about reaching and exceeding goals. Experience with contact center platforms and CX technologies (e.g., CCaaS solutions, omnichannel routing, workforce engagement, analytics, CRM integrations). Strengths in technology strategy and architecture: current‐state assessments, future‐state design, roadmapping, solution evaluation, and selection.