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
