Contact Center Transformation Lead
Core
Lead the end-to-end transformation of the Contact Center & AI offering, managing KPIs and building go-to-market strategies for a smart, AI-driven contact center ecosystem.
Role type
Senior Offering Lead (Contact Center & AI)
Builds
Smart contact center solutions integrating CRM, IVR, self-service, and conversational AI
Domain
IT Consulting / Contact Center Operations / Artificial Intelligence
Deliverable
product features
Required skills
Contact Center transformation, CRM implementation (Salesforce/Microsoft), Conversational AI, Cloud technologies (Azure/AWS/Google Cloud), Omni-channel integrations, Go-to-market strategy, People management, Business target management
Preferred skills
Experience with Genesys, Avaya, or AWS Connect, Consulting firm background
Technologies
Salesforce, Microsoft, Genesys, Avaya, AWS Connect, Azure, AWS, Google Cloud
Responsibilities
Own the entire offering area and build/own go to market plan, Design and rollout new sub offerings, Represent the company in relevant events, Drive business targets across revenue and utilization, Engage with technology partners to build solution designs, Collaborate with cross-functional teams for project delivery
Seniority
Senior, hands-on IC with strategic leadership
