CX – CCaaS - Engagement Lead

EXL; United States; On-site; USD 155,000 - 175,000; Full time

Job summary

A leading business consulting company is seeking a Mid-Senior level professional for a full-time position to drive CX revenue and manage client relationships. Candidates should have over 8 years of experience in CX solutions, account management, and a Bachelor's degree in a relevant field. Familiarity with voice telephony and cross-functional project delivery is essential. The role offers a competitive salary range of $155,000 - $175,000 annually and emphasizes innovation and effective leadership in client engagements.

Qualifications

• 8+ years of hands-on experience in leading and selling CX solutions at an enterprise level.
• 7+ years’ experience in account management, stakeholder management.
• 5+ years’ experience in CX Solution Architect role.

Responsibilities

• Driving CX revenue and client account engagement growth.
• Developing and managing CX client relationships.
• Onshore point of contact for client escalations.

Skills

CX solutions expertise

Account management

Stakeholder management

Cross-functional teamwork

Communication technology understanding

Education

Bachelor's degree in computer science, Linguistics, or related technical field

Tools

CCaaS solutions (NICE, Genesys, AWS)

Voice Telephony (Avaya, Cisco, Genesys, AWS Connect)

Google/AWS Cloud or LEX/POLLY or Watson Conversational AI

Job description

EXL, from our beginnings in business process services to becoming a global leader in data and AI, EXL brings 25+ years of proven expertise helping enterprises transform and redefining what's possible for our clients.

We partner with leading companies in insurance, healthcare, banking and capital markets, retail, media and communications, and energy and infrastructure to reimagine business models, deliver measurable outcomes, and accelerate innovation.

While nearly 70% of enterprise AI initiatives fail, EXL consistently delivers a 90% success rate by integrating deep industry knowledge, robust data and analytics capabilities, and cutting‑edge AI implementation in client workflows—turning complexity into value at scale.

At EXL, innovation isn't just a buzzword—it's how we solve complex challenges and create lasting value. By integrating cutting‑edge technologies like machine learning, AI, and cloud computing, we enable our clients to stay ahead of the curve. Whether it's revolutionizing customer experiences, streamlining back‑office operations, or uncovering new revenue streams, innovation fuels everything we do.

About the Job / Responsibilities:

• Responsible for driving CX revenue and client account engagement growth
• Develop and manage CX client relationships
• Onshore point of contact for client escalations
• Collate with offshore and internal technical teams, managing project delivery Basic Qualifications:
  • 8+ years of hands‑on experience in leading and selling CX solutions on an enterprise level or large‑scale deployments, expertise in CCaaS solutions like NICE, Genesys, AWS
  • 7+ years’ experience in account management, stakeholder management, account planning
  • 5+ years’ experience in CX Solution Architect role
  • Understanding of Voice Telephony (Avaya, Cisco, Genesys, AWS Connect) & Data Networks (Basics of MPLS, Internet, VLAN etc.) and Communication process is an add‑on
  • Understanding of GenAI, LLMs, Systems Integration & deployment models
  • Experience working with cross‑functional teams
  • Must be able flexible to work across time zone, based client requirements
  • Bachelor's degree in computer science, Linguistics, or related technical field
  Preferred Qualifications:
  • Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage
  • Effective leadership and influencing skills in the application of CX and GenAI

  The typical base pay range for this role across the U.S. is USD $155,000 - $175,000 per year.

  For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits

  Referrals increase your chances of interviewing at EXL by 2x.

  Seniority level

  Mid‑Senior level

  Employment type

  Full‑time

  Job function

  Information Technology

  Industries

  Business Consulting and Services