Digital Contacts Solutions

Looking for a Senior Manager to join our growing Digital Contacts Solutions (DCS) team and work along-with a team of problem-solvers to assist clients with complex business problems, from strategy through execution.

Our Digital Contacts Solutions (DCS) engagements are targeted at driving enterprise value by re-imagining client's contact center operating models, processes, and vendor ecosystem along with the power of next-gen enablers such as omni channel experience, self service, advanced Analytics, IVR/ NLP etc.

- As a Senior Manager in the DCS team (part of broader ESV team), the candidate will be expected to lead a team of consultants with varying levels of experience, lead and manage projects, work directly with account leaders, partners and interface with client CXO(s)/ executive stakeholders, and prepare relevant recommendations.

- They will also be expected to develop strong points of views and market insights, stay updated on the latest industry trends and determine the impact of those on our clients.

- They should be passionate about developing new ideas into meaningful perspectives and mentor and guide the team to develop strong and valuable content pieces.

- They will be expected to drive opportunity identification, design & value realization for the client. In addition to consulting solutions delivery, other key responsibilities will include supporting new business development proposals, innovation & thought leadership initiatives.

Years of Experience: 11 to 14 years

Position Requirements:

Job Description:

- Work with client engagement teams executing contact center transformation projects and independently lead workstreams to help develop and execute strategies for the client's value realization

- Drive Contact Center diagnostics incl. current state assessment, framing and validating hypothesis, opportunity sizing, business case and future state roadmap

- Ideate digital solution design and implementation to refine business case and assumptions, lead transformation management office to execute the CC/CX transformation program

- Understanding of outsourcing/ vendor strategy including vendor management and contract assessment

- Steer critical design thinking and analysis on how enterprises can drive value by reconstructing customer experience models and harnessing the power of next-gen technology

- Understanding of CC/CX enabling technologies like IVR, Chatbot, AI/ ML/ Advanced Analytics to improve efficiency, drive incremental revenue and cost savings; design and implementation PMO experience would be an additional bonus

- Lead business and practice development efforts (e.g., proposals, thought leadership, case studies, work plans and internal team metric trackers)

- Coach and motivate team members to support an atmosphere of growth, trust, diverse perspectives, creativity, and innovation.

- Lead and nurture teams, identify opportunities for growth, be adept at upwards and downward stakeholder management, develop a positive and effective work environment

Skills Preferred:

- Demonstrate proven industry and management consulting skills while working collaboratively with business stakeholders and project teams to deliver measurable results

- Experience with short to long term business strategy, opportunity identification, current state diagnostics, business cases, roadmap design, digital-led process, functional and/ or enterprise-level transformation

- Consulting/ Industry experience in Contact Center/ Customer Experience transformation is preferred

- Understanding of CC/ CX enabling technologies like IVR, Chatbot, Conversational AI etc. is desirable

- Appreciation and passion for design-thinking, critical problem solving and a curiosity for understanding the latest in business + technology

- Ability to marry quantitative and qualitative analysis into meaningful storyboards and insights

- Structured verbal and written communication skills, strong facilitation and presentation skills

- Team leadership and proven experience in ownership and accountability of a large team/ BU - Strong stakeholder and project management skills

Professional and Educational Background:

- MBA or equivalent post-graduate degree from a Tier-1 business school

- Past experience in management/ strategy consulting domain or CC/ CX transformation experience while working in Industry is preferred

- Past experience in managing a team / strong stakeholder management experience

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