Senior Assistant Vice President
EXL
Date: 3 weeks ago
City: Bengaluru, Karnataka
Contract type: Full time
Job Title: Delivery Lead – Conversational AI & CCaaS Solutions (Band D2)
Department: Customer Experience (CX)
Location: Noida, India
Reporting To: Vice President – CX Delivery
Experience: Minimum 15 years
Work Shift: US Timings
Education: B.Tech or equivalent in Computer Science/Engineering or related field
About The Role
We are looking for a seasoned Delivery Lead (Band D2) to join our Customer Experience (CX) department, playing a critical role in transforming how our clients engage with their customers through next-generation Contact Center as a Service (CCaaS) and Conversational AI platforms. The ideal candidate will have a strong foundation in Genesys, Amazon Connect, or similar technologies and will lead end-to-end delivery of digital CX initiatives focused on the US Healthcare and Insurance domains.
This is a high-impact role that blends technical delivery, customer-centric strategy, and hands-on leadership—reporting directly to the Vice President of CX Delivery.
Key Responsibilities
Department: Customer Experience (CX)
Location: Noida, India
Reporting To: Vice President – CX Delivery
Experience: Minimum 15 years
Work Shift: US Timings
Education: B.Tech or equivalent in Computer Science/Engineering or related field
About The Role
We are looking for a seasoned Delivery Lead (Band D2) to join our Customer Experience (CX) department, playing a critical role in transforming how our clients engage with their customers through next-generation Contact Center as a Service (CCaaS) and Conversational AI platforms. The ideal candidate will have a strong foundation in Genesys, Amazon Connect, or similar technologies and will lead end-to-end delivery of digital CX initiatives focused on the US Healthcare and Insurance domains.
This is a high-impact role that blends technical delivery, customer-centric strategy, and hands-on leadership—reporting directly to the Vice President of CX Delivery.
Key Responsibilities
- Lead end-to-end delivery of Customer Experience transformation programs involving CCaaS platforms and Conversational AI technologies.
- Serve as the primary delivery interface for CX initiatives across clients and internal leadership, ensuring consistent alignment and stakeholder satisfaction.
- Architect and drive integrations between CCaaS platforms and AI-powered solutions such as Google Dialogflow, Amazon Lex, and emerging conversational interfaces.
- Apply deep technical knowledge to guide design, development, and integration of customer experience technologies.
- Manage delivery teams, project timelines, risks, budgets, and client expectations across CX engagements.
- Leverage coding experience in Python, Java, Node.js to support solution integrity and technical escalations.
- Bring domain expertise in US Healthcare and Insurance to contextualize CX improvements and ensure regulatory compliance.
- Promote continuous innovation in CX by exploring opportunities with Generative AI (GenAI), Large Language Models (LLMs), and Agentic AI technologies.
- Drive CX KPIs and value realization through strategic planning and performance tracking.
- Coach and mentor cross-functional teams to drive CX delivery excellence.
- Bachelor’s Degree (B.Tech or equivalent) in Computer Science, Engineering, or a related discipline.
- At least 15 years of professional experience, including 5+ years in CX or contact center delivery leadership.
- Deep knowledge of Genesys, Amazon Connect, or equivalent CCaaS solutions.
- Experience implementing Conversational AI platforms like Dialogflow, Lex, and integrating them with enterprise systems.
- Strong programming and architecture background with Python, Java, Node.js.
- Proven ability to lead complex programs in the US Healthcare and Insurance sectors.
- Excellent stakeholder management, client communication, and leadership skills.
- Ability to work and lead teams during US business hours.
- Desired: Exposure to GenAI, LLMs, Agentic AI and their applications in customer experience strategies.
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