Engagement Lead

Role: Engagement Lead CX

Job Description

• Overall, 15 years of experience and Min 8 years hands-on experience in leading and selling CX solutions on an enterprise level or large-scale deployments
• Experience in handling large accounts, stakeholder management, account planning
• Responsible to driving CX Revenue and account growth by identifying new buying centers and opportunities in client environment
• Build and maintain strong relationships with clients and help drive CX engagements with client
• Be the onshore point of contact for any client escalations
• Works with offshore and internal technical teams to steer the project delivery and relationship
• Strong expertise in CCaaS solutions like NICE, Genesys, AWS
• Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage
• Basic Understanding of Voice Telephony(Avaya, Cisco, Genesys, AWS Connect) & Data Networks(Basics of MPLS, Internet, VLAN etc) and Communication process is an Add-on
• Understanding of GenAI, LLMs, Systems Integration & deployment models
• Excellent communication & presentation skill is highly required.
• Proficient in working with cross functional teams
• Ready to work in flexible time zone as per client requirement
• Effective leadership and influencing skills in the application of CX and GenAI

Basic Qualifications

• Bachelor's degree in Computer Science, Linguistics, or related technical field
• At least 5 years experience in CX Solution Architect role

• 7+ years experience in Account Management, Stakeholder Management