Assistant Vice President, AI-Powered Customer Experience Transformation

Bot Tech; Dadri; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Bot Tech in India seeks an AVP for CX Transformation, focusing on data analytics and conversational AI to optimize contact center performance.

Requires 10+ years in CX Transformation and hands-on with conversation analytics, AI voice agents, IVR modernization, and post-deployment optimization. This role blends hybrid work across Noida/Gurugram/Bangalore/Pune or remote.

Qualifications

• Must have 10+ years in CX Transformation, Conversational AI, or related fields.
• Strong ability to analyze data and improve AI/automation performance.
• Hands-on with conversation analytics, transcript analysis, and journey optimization.

Responsibilities

• AI Agent Performance Management & Optimization.
• Data Analytics & Insight Generation.
• Conversation Analytics & Transcript Analysis.
• Intent Mining & Customer Journey Analysis.
• Post-Implementation Performance Governance & Optimization.

Skills

CX Transformation

Data Analytics

Conversational AI

Optimization

Stakeholder Management

Job description

AVP- CX Transformation, Contact Center AI, or Customer Experience Optimization

Noida/Gurugram/Bangalore/Pune/Remote Fulltime Hybrid candidates with a strong blend of Data Analytics, Conversational AI, CX Transformation, and Optimization experience, rather than pure implementation or platform engineering backgrounds.

Must-Have Experience - 10+ years of experience in CX Transformation, Conversational AI, Contact Center AI, or Customer Experience Optimization.

Strong experience in analyzing and improving AI/automation performance using data and business metrics.

Proven exposure to:

• Containment Rate
• Escalation / Transfer Rate
• Task Completion / Success Rate
• CSAT / NPS
• Deflection & Automation Metrics
• Hands‑on experience with conversation analytics, speech analytics, transcript analysis, and customer journey optimization.
• Experience working with AI-powered voice agents, virtual assistants, IVR modernization, or Conversational AI solutions.
• Ability to drive continuous optimization cycles post deployment.

Key Focus

• AI Agent Performance Management & Optimization
• Data Analytics & Insight Generation
• Conversation Analytics & Transcript Analysis
• Intent Mining & Customer Journey Analysis
• KPI Monitoring & Continuous Improvement
• Voice AI / Conversational AI Optimization
• Contact Center Transformation & Automation
• CCAI
• Stakeholder Management & Business Alignment
• Post-Implementation Performance Governance & Optimization