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

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