VP, CX Transformation (CCaaS)

Overall, 15 years of experience and Min 8 years hands-on experience in leading and selling CX solutions on an enterprise level or large-scale deployments

Experience in handling large accounts, stakeholder management, account planning

Responsible to driving CX Revenue and account growth by identifying new buying centers and opportunities in client environment

Build and maintain strong relationships with clients and help drive CX engagements with client

Be the onshore point of contact for any client escalations

Works with offshore and internal technical teams to steer the project delivery and relationship

Strong expertise in CCaaS solutions like NICE, Genesys, AWS

Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage

Basic Understanding of Voice Telephony(Avaya, Cisco, Genesys, AWS Connect) & Data Networks(Basics of MPLS, Internet, VLAN etc.) and Communication process is an Add-on

Understanding of GenAI, LLMs, Systems Integration & deployment models

Excellent communication & presentation skills are highly required.

Proficient in working with cross functional teams

Ready to work in flexible time zone as per client requirement

Effective leadership and influencing skills in the application of CX and GenAI

Basic Qualifications

Bachelor's degree in computer science, Linguistics, or related technical field

At least 5 years' experience in CX Solution Architect role

10+ years' experience in Account Management, Stakeholder Management