Role Overview

We are looking for an accomplished Practice Head – Contact Center Transformation to build, lead, and scale Tixy’s Contact Center Transformation practice. This is a senior leadership role responsible for defining the practice strategy, driving innovation, developing market-leading offerings, building strategic technology partnerships, leading key client engagements, and developing a high-performing team.

The Practice Head will serve as a trusted advisor to enterprise clients, helping organizations modernize customer experience through CCaaS, AI-powered conversational solutions, omnichannel engagement, automation, analytics, and digital transformation.

Key Responsibilities

- Define and execute the Contact Center Transformation strategy, vision, roadmap, and go-to-market plan for India and global markets.
- Build and scale Tixy’s Contact Center Transformation practice across CCaaS, Conversational AI, IVR, Voice, Digital Channels, Workforce Optimization, Analytics, Automation, and Customer Experience.
- Lead large-scale contact center transformation and modernization programs for enterprise clients.
- Lead discovery and advisory engagements to assess contact center architecture, technology, processes, customer journeys, and operating models.
- Define target-state architectures and transformation roadmaps leveraging cloud, AI, automation, analytics, and omnichannel technologies.
- Champion Generative AI, Conversational AI, Agentic AI,



intelligent automation, and AI-powered agent-assist solutions to improve customer and employee experiences.
- Oversee the design and implementation of omnichannel customer engagement solutions across voice, chat, messaging, email, and digital channels.
- Build, mentor, and retain a strong team of architects, consultants, engineers, product specialists, and delivery leaders.
- Collaborate with global teams to create and scale Contact Center Transformation capabilities across geographies.

What You Must Have

- 15+ years of overall technology, consulting, or contact center transformation experience, with significant leadership experience.
- Proven experience leading Contact Center / CX transformation practices or CoEs.
- Strong understanding of CCaaS platforms, cloud technologies, AI, automation, and digital customer experience.
- Robust executive presence with the ability to engage, influence, and advise C-level stakeholders.
- Experience building and scaling high-performing teams and technology practices.
- Excellent communication, presentation, strategic thinking, and stakeholder management skills.

Location & Working Hours

Location: Chennai, India

This role requires flexibility to work during U.S. Eastern Time (ET) and Central Time (CT) business hours as needed for client meetings, executive interactions, workshops, and global team collaboration.

📌 Contact Center Transformation - CoE (Chennai)
🏢 Tixy
📍 Chennai