Director /AVP- CEM Solution/Digital Transformation

Dear Professional !!!

Enrich & Enlight is an Executive Search Consulting co, specializing in Top Management positions for the selected clientele. We have been retained by ITES Company in Chennai , Currently we are looking CEM Solution/Transformation for them.

Please revert with your updated profile if you are interested for this position along with your CTC details

Regards

Vasanthi

Enrich & Enlight consultant

vasanthi@enejobs.com

Client: BPO

Position: CEM Solution/Transformation

Location: Pan India(WFO)

12 to 15+ Years with at least 7 years+ in contact center (Customer Experience) solutions

• Knowledge of leading contact centre technologies i.e. IVR, Chat/Chatbots, GenAI based solutions, CCaaS, Augmented Reality, CRMs, etc
• Strong understanding of Contact Center processes and workflows.
• Experience supporting and participating in C-level presentations.

• Analyze and understand client requirements and design customized solutions that meet their business needs.
• Develop and design Customer Experience (CX) solutions that optimize efficiency, increase digital interventions, reduce costs, and improve quality.
• Understand client transformation needs and design customized solutions.
• Coordinate and collaborate with Sales/Business Development, Transformation, Bid Management, IT Infra, Pricing and Operations teams to develop best-in-class solutions to meet customer needs.
• Create compelling pitches to promote value based selling specific to verticals.
• Respond to RFP/RFIs/RFQs, build proactive proposals with customized transformation solutions.
• Work on the opportunity commercials and create business value for the proposal.
• Communicate solutions with customers, management, and other stakeholders through proposal defense, solution presentations, meetings and further discussions in person or remotely.
• Travel to client location (need basis)/ locations across India/globally for client meetings, solution workshops and bid war rooms.
• Create industry specific white papers, point of view and case studies on CX

  Role & responsibilities

Preferred candidate profile