Assistant Vice President- CX Transformation, Contact Center AI, or Customer Experience Optimization

AVP- CX Transformation, Contact Center AI, or Customer Experience Optimization

Noida/Gurugram/Bangalore/Pune/Remote

Fulltime

Hybrid

candidates with a strong blend of Data Analytics, Conversational AI, CX Transformation, and Optimization experience, rather than pure implementation or platform engineering backgrounds.

Must-Have Experience

• 10+ years of experience in CX Transformation, Conversational AI, Contact Center AI, or Customer Experience Optimization.
• Strong experience in analyzing and improving AI/automation performance using data and business metrics.
• Proven exposure to:
• Containment Rate, Escalation / Transfer Rate, Task Completion / Success Rate, CSAT / NPS, Deflection & Automation Metrics
• Hands-on experience with conversation analytics, speech analytics, transcript analysis, and customer journey optimization.
• Experience working with AI-powered voice agents, virtual assistants, IVR modernization, or Conversational AI solutions.
• Ability to drive continuous optimization cycles post deployment.

Key Focus Areas

• AI Agent Performance Management & Optimization
• Data Analytics & Insight Generation
• Conversation Analytics & Transcript Analysis
• Intent Mining & Customer Journey Analysis
• KPI Monitoring & Continuous Improvement
• Voice AI / Conversational AI Optimization
• Contact Center Transformation & Automation – CCAI
• Stakeholder Management & Business Alignment
• Post-Implementation Performance Governance & Optimization