AVP-Google cloud, CCAI, CX Optimization

Noida/Gurugram/Bangalore

Full-time role

Hybrid

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

Role Overview

This is a
business + AI + analytics
leadership role focused on driving the performance and optimization of AI-powered voice agents across customer experience operations. The individual will be responsible for continuously improving customer experience, containment, automation effectiveness, and overall business outcomes through data-driven insights and optimization initiatives.

Must-Have Experience
- 10+ years of experience in CX Transformation, Conversational AI, Contact Center AI, or Customer Experience Optimization.
- Robust 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

Candidates with exposure to one or more of the following platforms would be relevant:

Google CCAI / Dialogflow CX / Agent Studio, Amazon Connect / Lex, Genesys, NICE CXone, K

📌 AVP-Google cloud, CCAI, CX Optimization (Noida)
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