Description

Design, govern, and evolve enterprise contact center and customer experience ecosystems. Lead end-to-end CX, Conversational AI, and GenAI transformations across voice, digital, and omnichannel channels. Define enterprise CX architecture strategy and develop roadmaps for scalable solutions.

This role is hybrid.

Responsibilities

• Design virtual agents, agent assist, and GenAI-driven CX solutions to enhance engagement and efficiency.
• Lead integrations with CRM and enterprise systems using Google CCAI, CES, Vertex AI, and CCaaS platforms (Genesys, Avaya, Cisco).
• Act as a trusted advisor to enterprise clients, supporting pre-sales and delivery governance.
• Define enterprise CX architecture strategy and develop roadmaps to ensure scalable and innovative solutions.
• Provide client advisory leadership and drive enterprise CX strategy development.

Required Skills

• 20+ years of IT experience with a focus on contact center platforms and enterprise CX transformation.
• Deep expertise in Google CCAI/CES and Conversational AI 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