Hi,

Job Role - Associate Director – Contact Center Transformation

About the Role We are seeking an experienced

Associate Director – Contact Center Transformation to lead a team of consultants delivering customer service transformation and innovation programs across multiple client accounts and business domains. The role will focus on defining and executing transformation roadmaps , driving process re-engineering, and leveraging automation, analytics, AI, and conversational technologies to improve customer experience, operational efficiency, and business outcomes.

Key Responsibilities Lead and mentor a team of consultants delivering customer service transformation initiatives. Develop and execute end-to-end transformation roadmaps for clients. Lead complex transformation and process improvement programs across multiple accounts and domains. Drive process re-engineering, digital transformation, and intelligent automation initiatives. Identify opportunities to leverage

RPA, IVR, analytics, cognitive technologies, and AI to improve customer service operations. Experience with

Chatbots, Voice-bots, Cognitive Technologies & Customer Service / Contact Center Transformation. Lead implementation of

AI-enabled conversational solutions ,



including chatbots, email bots, social bots, and knowledge bots. Manage multiple workstreams, stakeholders, dependencies, risks, and transformation outcomes in a matrix environment . Partner with senior client stakeholders to define transformation strategy, priorities, business cases, and implementation plans. Drive continuous improvement using

Lean/Six Sigma methodologies. Track program performance, advantages realization, and overall transformation impact. Qualifications Bachelor's degree in

Computer Science, Engineering, Business, or a related discipline . 14+ years of experience in transformation, change management, consulting, or digital/technology-enabled business improvement. 6+ years of Program Management experience , preferably in a complex matrix organization. Proven experience leading large-scale customer service/contact center transformation programs .

Experience managing multiple client accounts, domains, or transformation workstreams . Strong experience in process re-engineering and digital transformation .

Interested candidates please inbox your resume at [email protected]

📌 Associate Director (Bengaluru)
🏢 MNC Group
📍 Bengaluru