Job Description

AVP- CX Transformation, Contact Center AI, or Customer Experience Optimization

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Noida/Gurugram/Bangalore/Pune/Remote

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Fulltime

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Hybrid

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candidates with a strong blend of Data Analytics, Conversational AI, CX Transformation, and Optimization experience, rather than pure implementation or platform engineering backgrounds.

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Must-Have Experience

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- 10+ years of experience in CX Transformation, Conversational AI, Contact Center AI, or Customer Experience Optimization.
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- Solid experience in analyzing and improving AI/automation performance using data and business metrics.
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- Proven exposure to:
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- Containment Rate, Escalation / Transfer Rate, Task Completion / Success Rate, CSAT / NPS, Deflection & Automation Metrics
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- Hands-on experience with conversation analytics, speech analytics, transcript analysis, and customer journey optimization.
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- Experience working with AI-powered voice agents, virtual assistants, IVR modernization, or Conversational AI solutions.
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- Ability to drive continuous optimization cycles post deployment.
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Key Focus Areas

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- AI Agent Performance Management & Optimization
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- Data Analytics & Insight Generation
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- Conversation Analytics & Transcript Analysis
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- Intent Mining & Customer Journey Analysis
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- KPI Monitoring & Continuous Improvement
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- Voice AI / Conversational AI Optimization
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- Contact Center Transformation & Automation – CCAI
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- Stakeholder Management & Business Alignment
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- Post-Implementation Performance Governance & Optimization
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📌 Assistant Vice President- CX Transformation, Contact Center AI, or Customer Experience Optimization (India)
🏢 Bot Tech
📍 India