Engagement Lead - CX (Sr. AVP)

Role: Engagement Lead CX

Job Description

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 skill is 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
• 7+ years experience in Account Management, Stakeholder Management
• Originally posted on Himalayas