Director - Digital Transformation & Gen AI - Contact Center

Profile & Experience:

- Bachelor's degree in computer science, engineering or relevant field and 10+ years of change management or transformation

- 5+ years of Program Management experience in a matrix environment

- Exposure to drive complex improvement / transformation projects across multiple accounts/domains.

- Transformation / Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma)

- Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc)

- Experience collaborating cross functionally within all organizational levels to build collaborative relationships.

- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills

- Analytical acumen and the ability to streamline complex processes.

- Flexibility to work in shifts.

Essential Job Elements:

- Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.

- Provide communication to key stakeholder, including but not limited to; executive management, business owners, and business process leads.

- Work closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines.

- Identify new technologies that are relevant to service line and have potential to be scaled

- Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.