Description

What's the Job?

• Design, govern, and evolve comprehensive contact center and customer experience ecosystems at an enterprise level.
• Lead end-to-end CX, Conversational AI, and GenAI transformations across voice, digital, and omnichannel channels using Google CCAI, CES, Vertex AI, and integrations with leading CCaaS platforms such as Genesys, Avaya, and Cisco.
• Define enterprise CX architecture strategy and develop roadmaps to ensure scalable and innovative solutions.
• Design virtual agents, agent assist, and GenAI-driven CX solutions to enhance customer engagement and operational efficiency.
• Lead integrations with CRM and enterprise systems, acting as a trusted advisor to enterprise clients and supporting pre-sales and delivery governance.

What's Needed?

• 20+ years of IT experience with a focus on contact center platforms and enterprise CX transformation.
• Deep expertise in Google CCAI/CES, Conversational AI, and GenAI technologies.
• Strong experience with Google Cloud Platform (GCP) and related AI/ML tools.
• Proven leadership in client advisory roles and enterprise CX strategy development.
• Excellent communication and collaboration skills to work effectively across diverse teams and stakeholders

Key Skills

Education

Any Graduate