Senior Manager - Customer Service Transformation And AI

EY; Mumbai; Hybrid; INR 4,500,000 - 7,500,000; Full time

Benefits offered by this job

Premium benefits

Flexible work environment

Learning opportunities and career成长

Job summary

EY in Mumbai seeks a Senior Manager for Consulting - Customer Service Transformation and AI to lead CCaaS and CX programs that align with client goals and drive measurable outcomes. You’ll collaborate with C‑suite leaders, platform partners, and delivery teams to deliver robust, scalable solutions.

The role requires experience with CCaaS platforms (Amazon Connect, Genesys, NICE, Five9), conversational AI, and data privacy compliance, with a track record of delivering innovative, value-driven

Qualifications

• 8–12+ years in customer service transformation or consulting.
• Experience leading CCaaS or cloud contact center delivery.
• Proven track record with executive presentations and business development.

Responsibilities

• Advise C-suite on transformation strategies including AI adoption and digital channels.
• Define operating models, business cases, and roadmaps.
• Lead proposals, pricing, and executive stakeholder engagements.

Skills

Agile delivery

Stakeholder management

Conversational AI

CCaaS platforms

Data privacy compliance

Project governance

Tools

AWS

Genesys

Amazon Connect

Five9

NICE CXone

Job description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Consulting - Senior Manager – Customer Service Transformation and AI

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

Lead end-to-end CCaaS and Customer Service AI transformation programs that align with client vision and business objectives—enhancing contact center capabilities with cloud-native platforms (Amazon Connect, Genesys, NICE, Five9), conversational AI, CX insights, and operating model redesign. Serve as both growth driver and delivery anchor, working with C‑suite stakeholders, platform partners, and internal teams to deliver measurable impact.

Your Key Responsibilities

Strategy & Growth

• Advise C-suite stakeholders on customer service transformation strategies, including AI adoption, digital channels, and experience-led service design.
• Define target operating models, business cases, and transformation roadmaps aligned to enterprise priorities.
• Identify value levers across cost reduction, experience improvement, and automation.
• Lead pursuits: RFP responses, solution proposals, pricing, and executive stakeholder engagements.
• Build practice offerings in collaboration with CCaaS and AI platform partners to differentiate service capabilities.

End-to-End Delivery

• Drive full lifecycle delivery for global, multi-stream of customer service, CCaaS and AI transformation programs: discovery, design, build, testing, deployment, and hypercare.
• Implement Agile project management with on‑shore/off‑shore delivery teams and robust governance.

Technology & Innovation Enablement

• Guide clients on CCaaS platform selection, architecture, and implementation (Amazon Connect, Genesys, NICE, Five9).
• Drive adoption of conversational AI, automation, and advanced analytics to enhance service quality and efficiency.
• Bridge business and technology teams to ensure solutions are scalable and outcome-driven.

Stakeholder Engagement

• Build and maintain senior‑level client relationships, acting as a strategic partner and trusted advisor.
• Communicate complex transformation initiatives clearly to executive audiences.
• Identify and cultivate follow‑on opportunities within existing accounts.

Market & Technology Insight

• Monitor emerging CCaaS, conversational AI, and CX trends to inform strategy and innovation.
• Team Leadership
• Build, mentor, and lead cross‑functional consulting teams and delivery teams.

Skills And Attributes For Success

• Agile delivery and on‑shore/off‑shore team coordination.
• Strong stakeholder management across client and vendor teams.
• Conversational AI experience (bots, IVA, NLP) and platform migration expertise.
• Data compliance knowledge (PCI/PII, GDPR) tied to CCaaS and compliance platforms.
• Win and deliver multiple CCaaS transformation programs, meeting scope, budget, and timeline goals.
• Demonstrate measurable improvements in customer service KPIs: AHT, FCR, CSAT/NPS.
• Expand practice pipeline through partner GTM initiatives and follow‑on client engagements.
• Build a high‑performing team and enhance practice capabilities via PoVs, thought leadership, and accelerators.

Ideally, you’ll also

• Demonstrate expertise in customer contact center technologies through certifications from leading CCaaS providers, including AWS, Genesys, NICE, and Five9.
• Have experience designing or implementing integrations between contact center platforms and enterprise CRM solutions such as Salesforce Service Cloud and Microsoft Dynamics 365.

What We Look For

• 8–12+ years in customer service and contact center transformation or consulting, with at least 5 years in CCaaS or cloud contact center delivery.
• Demonstrated track record of leading large‑scale CCaaS transformations across discovery, migration, and managed operations.
• Experience in proposal writing, executive presentations, and business development within service operations or contact center technology.
• Hands‑on knowledge of CCaaS platforms (Amazon Connect, Genesys Cloud CX, NICE CXone, Five9) and integrations with CRM systems.

What We Offer You

At EY, we’ll develop you with future-focused skills and equip you with world‑class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence?

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability‑related adjustments or accommodations you may need.

Our Commitment:

As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development

From entry‑level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture

In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits

• Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting‑edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

Successful candidates advance to a competency‑based interview. If mutual interest persists, a job offer awaits.

“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.

EY | Building a better working world

EY exists to build a better working world, helping to create long‑term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.