CX Transformation Delivery Lead – VP, P&L & Exec Engagement

EXL Talent Acquisition Team; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

EXL Talent Acquisition Team is seeking a highly experienced Professional Services Delivery Lead to oversee a large-scale Customer Experience (CX) Transformation Program for one of our strategic enterprise clients. You will lead end-to-end delivery, ensure customer value realization, and manage full P&L and gross margin.

The ideal candidate brings 15+ years of delivery leadership with hands-on expertise in Conversation AI (including Sierra), CCaaS platforms (Genesys Cloud, NICE CXone, Amazon

Qualifications

• 15+ years of delivery leadership experience.
• Hands-on expertise across Conversation AI and CCaaS technologies.
• Experience with Salesforce CRM integration.

Responsibilities

• Oversee end-to-end delivery of a CX Transformation Program for a strategic client.
• Ensure customer value realization and project outcomes.
• Manage full P&L and gross margin for the engagement.

Skills

Delivery leadership

Program management

Executive engagement

Conversation AI

CCaaS platforms

Salesforce CRM integration

Tools

Genesys Cloud

NICE CXone

Amazon Connect

Five9

Cisco Webex CC

Salesforce CRM

Job description

EXL Talent Acquisition Team is seeking a highly experienced Professional Services Delivery Lead to oversee a large-scale Customer Experience (CX) Transformation Program for one of our strategic enterprise clients. You will lead end-to-end delivery, ensure customer value realization, and manage full P&L and gross margin.

The ideal candidate brings 15+ years of delivery leadership with hands-on expertise in Conversation AI (including Sierra), CCaaS platforms (Genesys Cloud, NICE CXone, Amazon