We are seeking an experienced Lead Technology & AI Contact Center to drive the digital transformation of the contact center ecosystem through AI, automation, CRM modernization, and emerging customer engagement technologies. The role will be responsible for enhancing customer experience, improving operational efficiency, increasing self-service adoption, and optimizing service delivery across voice and digital channels.

The ideal candidate will combine expertise in contact center technologies, AI-driven customer service solutions, digital channel management, analytics, and stakeholder management to build a scalable and future-ready customer engagement platform.

Key Responsibilities:

1. AI & Automation Strategy:

Lead the evaluation, implementation, and optimization of AI-powered customer service solutions including:

1. Chatbots

2. Voice Bots

3. Virtual Assistants

4. Conversational AI Platforms

Deploy and manage AI capabilities such as:

1. Speech Analytics

2. Sentiment Analysis

3. Intent Recognition

4. Agent Assist Solutions

5. Automated Quality Monitoring

- Identify and onboard emerging technologies that enhance customer experience and operational effectiveness.

- Drive AI adoption across customer service processes to reduce manual effort and improve service quality.

2. Contact Center Technology Management:

Manage and optimize the contact center technology stack, including:

1. CRM Platforms

2. Dialers

3. IVR Systems

4. Omnichannel Engagement Solutions

5. Workforce Management Tools

- Ensure seamless integration between customer touchpoints and backend systems to enable a unified customer journey.

- Prepare Business Requirement Documents (BRDs) and functional specifications for technology initiatives.

- Drive governance processes, approvals, and project execution through relevant committees and stakeholders.

- Lead User Acceptance Testing (UAT), deployment validation, and post-implementation reviews.

- Monitor platform performance, scalability, and service availability.

3. Digital Channel Optimization:

Own and improve the performance of digital engagement channels including:

1. WhatsApp

2. Web Chat

3. Email

4. SMS

5. RCS Messaging

6. Self-Service Platforms

- Increase digital adoption and containment rates while reducing inbound call volumes.

- Continuously optimize customer journeys across channels to improve customer satisfaction and operational efficiency.

- Implement customer-centric automation and self-service capabilities.

4. Data, Analytics & Customer Insights:

Build and manage dashboards and reporting frameworks for:

1. Customer Experience Metrics

2. Contact Center Performance

3. Digital Adoption Metrics

4. AI Effectiveness & Automation Outcomes

- Leverage AI-driven insights to identify process improvement opportunities and enhance decision-making.

- Track key metrics including CSAT, NPS, FCR, AHT, Containment Rates, and Service Levels.

- Conduct industry benchmarking and recommend best practices to improve performance.

5. Vendor & Stakeholder Management:

- Manage relationships with technology vendors, implementation partners, and service providers.

- Drive project execution, implementation timelines, and SLA adherence.

- Collaborate closely with Operations, IT, Digital, Sales, Service, Risk, and Compliance teams.

- Present business cases, technology recommendations, and transformation roadmaps to leadership stakeholders.

6. Governance, Risk & Compliance:

- Ensure all technology implementations comply with regulatory, security, and organizational standards.

- Support audit, governance, and risk management requirements for customer service platforms.

- Establish robust monitoring, controls, and reporting mechanisms for AI and automation initiatives.

Required Skills & Experience:

- 12-18 years of experience in Contact Center Technology, Customer Experience Transformation, Digital Channels, or Customer Service Operations.

- Strong experience in AI-driven customer engagement solutions and automation platforms.

Hands-on exposure to:

1. Chatbots and Voice Bots

2. CRM Platforms

3. IVR Systems

4. Omnichannel Contact Center Solutions

5. Speech Analytics and Sentiment Analysis

- Experience managing digital customer service channels and customer journey optimization.

- Strong understanding of contact center KPIs, customer experience metrics, and service operations.

- Experience preparing BRDs, managing UAT, vendor coordination, and project delivery.

- Strong analytical, stakeholder management, and problem-solving capabilities.

Preferred Qualifications:

- MBA, Engineering, Computer Science, Information Technology, or a related discipline.

- Experience in Banking, Financial Services, Insurance, Telecom, Fintech, or Large Consumer-Facing Organizations.

- Exposure to GenAI, Conversational AI, Agent Assist, and Advanced Analytics solutions.

- Experience with leading platforms such as Salesforce, Microsoft Dynamics, Genesys, Avaya, NICE, Amazon Connect, or similar ecosystems.