Role Overview

Project Overview

We are a high-growth, technology-forward marketing and data company operating in the U.S. mortgage sector. We generate approximately 10,000 inbound consumer leads per week across multiple enterprise clients.

We are building a next-generation Closed-Loop Funnel Intelligence System that will:

Analyze millions of inbound sales call transcripts
Classify each call into a structured funnel stage
Extract layered diagnostic flags
Identify root-cause failure patterns
Feed competitive and operational reporting
Power an AI-driven performance optimization engine

We are seeking a senior contact center architect or transformation expert to help us design the foundational taxonomy and diagnostic framework correctly.

This is not a QA tuning project.

This is a structural architecture engagement.

The Core Challenge

We are designing a scalable, multi-client call classification system that will:

Identify the highest fully completed stage of each sales call
Differentiate controllable vs uncontrollable outcomes
Separate execution failure from structural constraints
Enable competitive loss intelligence
Integrate with AI/LLM-based transcript analysis

Our working funnel model currently includes stages such as:

Live Engagement
Process Control Established
Solution Presented
Mutual Advancement

Each call may include layered diagnostic flags across categories such as:

Sales execution failure
Customer objection type
Competitive displacement
Policy or eligibility constraints
Capacity or operational breakdown

We need an experienced operator to pressure-test, refine, and architect this system so it scales across millions of calls.

Scope of Work

The consultant will: Funnel Architecture Validation

Evaluate and refine our stage-based model
Stress test "highest fully completed stage" logic
Ensure stage definitions are operationally defensible
Align model with large-scale BPO best practices

Diagnostic Taxonomy Design

Design hierarchical flag structures
Separate signal from noise
Define primary vs secondary diagnostic layers
Ensure flags map cleanly to action

QA & Calibration Framework

Recommend calibration methodology
Define consistency controls (inter-rater reliability approach)
Advise on AI + human hybrid governance model

Scalability & Implementation Guidance

Design for cross-client deployment
Anticipate edge cases
Provide guidance on governance and maintenance
Ensure the framework supports downstream reporting and performance management

Ideal Consultant Profile

We are seeking someone with: - 12+ years in contact center operations, architecture, QA, or transformation

Experience inside large BPOs (e.g., Concentrix, Teleperformance, Alorica, Sitel)or
Experience at contact center technology providers (e.g., NICE, Genesys, Five9, Talkdesk)
Direct experience designing call classification systems or QA frameworks
Sales call center expertise (not customer support only)
Familiarity with transcript-based analysis
Experience integrating AI into call center workflows (strong plus)

Executive-level candidates preferred (former Director, VP, or Principal-level consultant).

Deliverables

By the end of the engagement, we expect:

A validated and clearly defined funnel stage architecture
A production-ready diagnostic taxonomy structure
A documented classification logic model
QA governance and calibration recommendations
A scalability blueprint for multi-client rollout

Engagement Details

Duration: 8-12 weeks
Estimated commitment: 15-20 hours per week
Remote
High executive visibility

This project will directly shape the core architecture of our AI-driven performance engine.

What Success Looks Like

A system that: - Cleanly separates execution failure from structural constraints

Enables actionable diagnostic reporting
Maintains consistency at scale
Supports AI automation without losing operational rigor
Can be deployed across multiple enterprise clients

Principal Consultant – AI Sales Call Intelligence & Contact Center Funnel Design (Remote)

Role Overview