Key Responsibilities:
- Lead, mentor, and develop a team of CX technology specialists, fostering a culture of innovation and excellence.
- Define and execute the CX technology transformation strategy, covering areas like CRM, contact center, digital channels, and analytics.
- Oversee the full project lifecycle, from ideation, design, development, deployment and post-launch optimization.
- Identify, evaluate, and champion the adoption of emerging technologies, particularly Generative AI (Gen AI), to revolutionize customer interactions, personalize experiences, and automate support functions.
- Manage stakeholder expectations, project timelines, budgets, and quality standards.
- Drive change management and ensure successful adoption of new CX platforms across the organization.
Required Skills & Experience:
- 8+ years of experience in CX technology implementation and transformation, with at least 3 years in a leadership role.
- Proven expertise in CRM platforms (e.g., Salesforce, Dynamics), contact center technologies, digital CX platforms, and data analytics.
- Demonstrated ability to identify, evaluate, and implement Gen AI solutions for CX enhancement (e.g., intelligent chatbots, personalized content generation, predictive service).
- Strong project/program management skills (Agile methodologies preferred).
- Excellent communication, negotiation, and stakeholder management abilities.
- Deep understanding of the Indian market and customer landscape.
- Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.
