Digital & related CCT

Acme Services Private Limited; Maharashtra; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Acme Services Private Limited in India seeks an experienced Delivery Lead to drive end-to-end Digital Transformation and Customer Experience programs. You will manage digital customer journeys across Cards, Payments, and Account Servicing, coordinating across multiple teams and vendors.

This role involves leading Genesys migration and CCaaS implementations, guiding Agile delivery, tracking KPIs and governance, and ensuring delivery within scope, timelines and budget.

Responsibilities

• Lead end-to-end delivery of complex Digital Transformation / Customer Experience programs.

Job description

Job Description:

• Lead end-to-end delivery of complex Digital Transformation / Customer Experience programs.
• Manage digital customer journeys across Cards, Payments, Account Servicing and Security/Authentication domains.
• Drive transformation initiatives across Contact Centre, Chat, IVR, CCaaS and Omnichannel environments.
• Lead Genesys migration / Contact Centre modernization programs.
• Manage implementation and integration of Genesys Cloud / CCaaS platforms.
• Drive AI-led customer and agent experience initiatives, including Conversational AI, Voice Bots and Agent Assist use cases.
• Partner with Business, Product, Technology, Operations, Architecture and Vendor teams.
• Own project planning, delivery governance, RAID management, dependencies, risks and issue resolution.
• Manage Agile delivery including Scrum ceremonies, sprint planning, backlog management and release planning.
• Lead requirement clarification and ensure alignment between business objectives and technology solutions.
• Track delivery performance through KPIs, MI dashboards, SLA, CSAT, AHT and operational metrics.
• Manage senior stakeholder communication, governance forums and executive-level reporting.
• Coordinate multiple geographically distributed teams and vendors.
• Ensure projects are delivered within agreed scope, timelines, quality and budget.
• Identify opportunities for process automation and customer experience improvement.