Ciklum is looking for a Middle Intelligent Automation Consultant to join our team full-time in the UK.
We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.
About the role:
This project involves delivering a strategic discovery and proof-of-concept programme for a global, multi-brand organisation operating complex, high-volume customer service and operational workflows across multiple digital channels and backend systems.
The engagement focuses on analysing and mapping complex query journeys across several products, identifying common patterns, fragmentation points, and opportunities for process optimisation and automation. It includes deep analysis of technology touchpoints and integrations across CRM, finance, and operational platforms to define a scalable, unified architecture capable of supporting AI-driven service journeys at scale.
The programme also establishes a value-led prioritisation framework, enabling the client to objectively assess automation opportunities based on business impact and technical feasibility, and to build a phased delivery roadmap.
A core outcome is the design, build, and validation of a non-production proof of concept, demonstrating technical feasibility and providing a tangible foundation for a future production rollout. The work directly supports the client’s broader digital transformation objectives by reducing execution risk, improving cross-system integration, and creating a repeatable model for scaling automation across their enterprise.
Responsibilities:
* Support the delivery of automation and Conversational AI initiatives within contact centre and customer service environments, translating business requirements into clear functional and technical specifications
* Contribute to the design and evolution of Conversational AI, AI-assisted agent workflows, and contact centre automation use cases, aligned to customer experience and operational improvement goals
* Facilitate and contribute to workshops, interviews, and design sessions with business and technical stakeholders to identify pain points and define AI-enabled service journeys
* Work closely with developers, solution architects, and product owners to prioritise and deliver automation and Conversational AI solutions based on business value and feasibility
* Assist in developing business cases and value assessments for AI and contact centre transformation initiatives, including efficiency gains and customer experience improvements
* Support the application of technologies such as Conversational AI, RPA, workflow/low-code platforms, IDP, and Generative AI within customer service and operational processes
* Ensure governance, data quality, and responsible AI principles are considered in solution design and delivery
* Track adoption, performance metrics, and user feedback to support continuous improvement of deployed solutions
* Contribute to internal and client-facing knowledge sharing, demonstrations, and training related to Conversational AI and intelligent automation
Requirements:
* Experience contributing to automation or AI initiatives in a consulting, delivery, or product-focused role
* Solid understanding of Intelligent Automation technologies including RPA, workflow, IDP, and AI-driven decisioning, with some exposure to Conversational AI desirable
* Familiarity with customer service and contact centre ecosystems (e.g. CRM, CCaaS platforms) is beneficial but not mandatory
* Experience working with technology teams in agile or hybrid delivery environments, supporting backlog definition and user story creation
* Ability to analyse operational processes and translate them into clear functional and technical requirements
* Good stakeholder engagement skills, comfortable working with both business and technical teams
* Awareness of responsible AI, data governance, and regulatory considerations in AI-enabled solutions
* Strong communication skills, able to explain technical concepts clearly to non-technical audiences
* Consulting-oriented mindset: proactive, adaptable, and comfortable working across multiple client engagements
* Willingness to travel to client sites when required
What`s in it for you?
* Strong community: Work alongside top professionals in a friendly, open-door culture that values initiative and empowers its people to succeed
* Fast-paced & agile environment: Be part of a dynamic, fast-moving organization that champions efficiency and innovation
* Global exposure: Collaborate with international, cross-functional teams and contribute to large-scale initiatives
* Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications
* Flexibility: Balance office and remote work to fit your rhythm
Explore, empower, engineer with Ciklum!
Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.