CX Transformation, Program Delivery Lead - VP

EXL Talent Acquisition Team; United States; Presencial; USD 180 000 - 240 000; Tempo integral

Resumo da oferta

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

Qualificações

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

Responsabilidades

• 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.

Conhecimentos

Delivery leadership

Program management

Executive engagement

Conversation AI

CCaaS platforms

Salesforce CRM integration

Ferramentas

Genesys Cloud

NICE CXone

Amazon Connect

Five9

Cisco Webex CC

Salesforce CRM

Descrição da oferta de emprego

We are seeking a highly experienced Professional Services Delivery Lead to oversee the delivery of a large-scale Customer Experience (CX) Transformation Program for one of our strategic enterprise clients. As part of a partner organization, this role is accountable for leading end-to-end delivery, ensuring customer value realization, and managing full P&L and gross margin performance for the engagement.

The ideal candidate brings 15+ years of delivery leadership experience with deep hands-on expertise across Conversation AI (including Sierra), CCaaS technologies (Genesys Cloud, NICE CXone, Amazon Connect, Five9, Cisco Webex CC), and Salesforce CRM integration. This role requires exceptional program management capabilities, executive engagement skills, and the ability to navigate complex multi-party delivery environments.