AVP- CX Transformation, Contact Center AI, or Customer Experience Optimization
Noida/Gurugram/Bangalore/Pune/Remote
Fulltime
Hybrid
candidates with a robust blend of Data Analytics, Conversational AI, CX Transformation, and Optimization experience, rather than pure implementation or platform engineering backgrounds.
Must-Have Experience
- 10+ years of experience in CX Transformation, Conversational AI, Contact Center AI, or Customer Experience Optimization.
- Strong experience in analyzing and improving AI/automation performance using data and business metrics.
- Proven exposure to:
- Containment Rate, Escalation / Transfer Rate, Task Completion / Success Rate, CSAT / NPS, Deflection & Automation Metrics
- Hands-on experience with conversation analytics, speech analytics, transcript analysis, and customer journey optimization.
- Experience working with AI-powered voice agents, virtual assistants, IVR modernization, or Conversational AI solutions.
- Ability to drive continuous optimization cycles post deployment.
Key Focus Areas
- AI Agent Performance Management & Optimization
- Data Analytics & Insight Generation
- Conversation Analytics & Transcript Analysis
- Intent Mining & Customer Journey Analysis
- KPI Monitoring & Continuous Improvement
- Voice AI / Conversational AI Optimization
- Contact Center Transformation & Automation – CCAI
- Stakeholder Management & Business Alignment
- Post-Implementation Performance Governance & Optimization