Job DescriptionHi,
N nJob Role - Associate Director – Contact Center Transformation
N n About the Role
NWe 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.
NThe 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.
N Key Responsibilities
N
- n
- Lead and mentor ateam of consultants delivering customer service transformation initiatives. N
- Develop and execute end-to-end transformation roadmaps for clients. N
- Lead complex transformation and process improvement programs across multiple accounts and domains. N
- Drive process re-engineering, digital transformation, and intelligent automation initiatives. N
- Identify opportunities to leverage RPA, IVR, analytics, cognitive technologies,



and AI to improve customer service operations. N
- Experience with Chatbots, Voice-bots, Cognitive Technologies & Customer Service / Contact Center Transformation. N
- Lead implementation of AI-enabled conversational solutions , including chatbots, email bots, social bots, and knowledge bots. N
- Manage multiple workstreams, stakeholders, dependencies, risks, and transformation outcomes in a matrix environment . N
- Partner with senior client stakeholders to define transformation strategy, priorities, business cases, and implementation plans. N
- Drive continuous improvement using Lean/Six Sigma methodologies. N
- Track program performance, perks realization, and overall transformation impact. N

n Qualifications
N
- n
- Bachelor's degreein Computer Science, Engineering, Business, or a related discipline . N
- 14+ years of experience in transformation, change management, consul

📌 Associate Director (India)
🏢 MNC Group
📍 India