5 Cx Transformation Jobs

The ideal candidate for the position of Associate Director - Contact Center Transformation in Mumbai/Pune should have a minimum of 15+ years of experience. They should possess expertise in Digital Transformation, Contact Centre Transformation, and CX Transformation for both international and mix of domestic & international processes. The role involves managing multiple accounts across various domains such as CRM, Tech, aviation, Retail, and travel, focusing on voice services predominantly, complemented by non-voice services. A successful candidate must have a strong background in Lean methodologies, Process re-engineering, and the deployment of AI solutions. Proficiency in deploying solutions like Voice Bot, Chat Bots, Conversational bots, etc. is essential. Familiarity with the Scaled Agile Framework and experience in the contact center or BPO industry are also key requirements. Additionally, candidates with Six Sigma Greenbelt or Blackbelt certifications will be preferred. Possession of a PMP certification and OCM (Organizational Change Management) certification are advantageous. The role may require 5-day workweeks, extended hours, and support on an as-needed basis. Qualifications: - Role: Associate Director - Contact Centre Transformation - Industry Type: ITES/BPO/KPO - Functional Area: Contact Centre Transformation - Education: M.B.A - Employment Type: Full Time, Permanent Key Skills: - CEM TRANSFORMATION - CONTACT CENTRE - CONTACT CENTRE TRANSFORMATION - CX TRANSFORMATION Other Information: - Job Code: GO/JC/589/2025 - Recruiter Name: Hemalatha,

Job Title: Associate Director - Contact Center Transformation -Mumbai/Pune Job Description: Candidates with Minimum 15+years of experience. Digital Transformation / Contact Centre Transformation / CX Transformation for international / mix of domestic & international processes This person will be responsible for managing multiple accounts with a large employee span (multiple domains like CRM, Tech, aviation, Retail, travel, etc. voice majorly, along with non-voice) Good experience in Lean, Process re-engineering and deployment of AI solutions is required. Experience required on deploying solutions such as Voice Bot, Chat Bots, Conversational bots etc Working knowledge of the Scaled Agile Framework Experience in the contact center or BPO industry Six Sigma Greenbelt or Black belt & PMP certification preferred OCM (Organizational Change Management) certification preferred. 5 Day, WFO, extended hours support as and when required. Contact Person- Hemalatha Email- hemalatha@gojobs.biz

About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Title: Lead Data Scientist Mode of work : Remote Responsibilities Design and implement data-driven solutions to optimize customer experience metrics, reduce churn, and enhance customer satisfaction using statistical analysis, machine learning, and predictive modeling. Collaborate with CX teams, contact center operations, customer success, and product teams to gather requirements, understand customer journey objectives, and translate them into actionable analytical solutions. Perform exploratory data analysis (EDA) on customer interaction data, contact center metrics, survey responses, and behavioral data to identify pain points and opportunities for CX improvement. Build, validate, and deploy machine learning models for customer sentiment analysis, churn prediction, next-best-action recommendations, contact center forecasting, and customer lifetime value optimization. Develop CX dashboards and reports using BI tools to track key metrics like NPS, CSAT, FCR, AHT, and customer journey analytics to support strategic decision-making. Optimize model performance for real-time customer experience applications through hyperparameter tuning, A/B testing, and continuous performance monitoring. Contribute to customer data architecture and pipeline development to ensure scalable and reliable customer data flows across touchpoints (voice, chat, email, social, web). Document CX analytics methodologies, customer segmentation strategies, and model outcomes to ensure reproducibility and enable knowledge sharing across CX transformation initiatives. Mentor junior data scientists and analysts on CX-specific use cases, and participate in code reviews to maintain high-quality standards for customer-facing analytics. Skill Requirements Proven experience (at least 6+ years) in data science, analytics, and statistical modeling with specific focus on customer experience, contact center analytics, or customer behavior analysis, including strong understanding of CX metrics, customer journey mapping, and voice-of-customer analytics. Proficiency in Python and/or R for customer data analysis, sentiment analysis, and CX modeling applications. Experience with data analytics libraries such as pandas, NumPy, scikit-learn, and visualization tools like matplotlib, seaborn, or Plotly for customer insights and CX reporting. Experience with machine learning frameworks such as Scikit-learn, XGBoost, LightGBM, and familiarity with deep learning libraries (TensorFlow, PyTorch) for NLP applications in customer feedback analysis and chatbot optimization. Solid understanding of SQL and experience working with customer databases, contact center data warehouses, and CRM systems (e.g., PostgreSQL, MySQL, SQL Server, Salesforce, ServiceNow). Familiarity with data engineering tools and frameworks (e.g., Apache Airflow, dbt, Spark, or similar) for building and orchestrating customer data ETL pipelines and real-time streaming analytics. (Good to have) Knowledge of data governance, data quality frameworks, and data lake architectures. (good to have) Exposure to business intelligence (BI) tools such as Power BI, Tableau, or Looker for CX dashboarding, customer journey visualization, and executive reporting on customer experience metrics. Working knowledge of version control systems (e.g., Git) and collaborative development workflows for customer analytics projects. Strong problem-solving skills with customer-centric analytical thinking, and the ability to work independently and as part of cross-functional CX transformation teams. Excellent communication and presentation skills, with the ability to explain complex customer analytics concepts to non-technical stakeholders including CX executives, contact center managers, and customer success teams. Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Delivering end-to-end contact center digital transformation projects for global clients Running consulting engagements with Client CXOs and delivering on revenue targets Building curated transformation solutions for prospective and existing clientsMarket research across best-in class practices, contact center demands, evolving trends etc. Manage end to end pre-sales activities for digital transformation identify opportunity, pitch the right digital solution, solution building, business case creation etc. Developing and creating collateral, new capabilities working closely with cross-function teams (internal and external)Understand client digital transformation needs & consult/provide customized solutions, develop business case Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and ExcelUnderstand, propose and pitch the key levers/differentiators to new/existing customers for transformation journey Participation in special / strategic projects from time to timeExcel in developing strong client dialogue, across all levels- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing Exposure to contact center economics through improved channel containment, right channeling methodology etc.

Delivering end-to-end contact center digital transformation projects for global clients Running consulting engagements with Client CXOs and delivering on revenue targets Building curated transformation solutions for prospective and existing clientsMarket research across best-in class practices, contact center demands, evolving trends etc. Manage end to end pre-sales activities for digital transformation identify opportunity, pitch the right digital solution, solution building, business case creation etc. Developing and creating collateral, new capabilities working closely with cross-function teams (internal and external)Understand client digital transformation needs & consult/provide customized solutions, develop business case Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and ExcelUnderstand, propose and pitch the key levers/differentiators to new/existing customers for transformation journey Participation in special / strategic projects from time to timeExcel in developing strong client dialogue, across all levels- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing Exposure to contact center economics through improved channel containment, right channeling methodology etc.