Job Title

Introduction A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. Youu2019ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, youu2019ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. Youu2019ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Your role and responsibilities As a Business Transformation Consultant specializing in Intelligent Customer Operations. You will advise clients on optimizing customer strategies and develop transformation roadmaps to enhance customer experience, reduce costs, and improve operational efficiency. You will utilize process mining tools and implement automation solutions to drive positive outcomes.Your primary responsibilities will include:u2022 Develop Transformation Roadmaps: Create tailored plans to enhance customer experience, reduce costs, improve operational efficiency in multi-channel customer touchpoints, leveraging process mining tools like Celonis or myinvenio to identify process inefficiencies and automation opportunities.u2022 Implement Automation Solutions: Utilize tools like UiPath, Automation Anywhere, and Blue Prism to automate processes, and establish KPIs to monitor progress and ensure successful outcomes.u2022 Design Customer Service Strategies: Implement CCaaS solutions and conversational AI technologies, such as LivePerson's speech analytics and chat solutions, to create innovative customer service strategies and optimize skill-based routing and workforce optimization.u2022 Manage Change Effectively: Ensure successful transformations by managing change and implementing solutions that drive positive outcomes.u2022 Deliver Client-Facing Solutions: Collaborate with clients to understand their needs and deliver tailored solutions that meet their business objectives. Required technical and professional expertise Experience with process mining tools (Celonis, myInvenio) to identify inefficiencies and automation opportunities. 3+ years of hands-on Celonis EMS/IBC experience, including data integration, process analytics, and Action Flows. Strong SQL and expert PQL skills for data transformation, custom KPIs, and process insights. Solid SAP ECC functional knowledge (BKPF, BSEG, VBAK, VBAP) and endu2011tou2011end business processes. Proven ability to translate complex processes into actionable insights and ROIu2011driven recommendations. Experience implementing automation solutions using UiPath, Automation Anywhere, and Blue Prism. Exposure to Conversational AI platforms (e.g., LivePerson) to enhance customer service strategies. Experience with CCaaS solutions to optimize customer operations and service performance. Strong capability in KPI definition, tracking, and governance to drive successful transformation outcomes. Preferred technical and professional experience Experience supporting S/4HANA migration projects using the SAP Activate methodology. Background in MedTech / Life Sciences, with knowledge of GxP compliance, CSV, and medical device regulations. Proficiency in advanced analytics, including Python (PyCelonis) for automation, data science tasks, or ML integration. Experience with automation tools such as UiPath and Celonis Action Flows to enable real-time process corrections. Knowledge of process analysis techniques to identify optimization opportunities in customer operations. Exposure to advanced automation technologies, including machine learning and natural language processing. Familiarity with cloud-based customer operations solutions, including CCaaS and CRM platforms. Celonis certification (Celonis Certified Data Engineer or Implementation Professional) preferred.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.