Director - Dgtl. Trnf.

· Delivering end-to-end contact center digital transformation projects for global clients· Managing consulting engagements and being accountable for committed Client outcomes· Building curated transformation solutions for prospective and existing clients· Market research across best-in class practices, contact center demands, evolving trends etc.· Participate in 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 Excel· Understand, propose and pitch the key levers/differentiators to new/existing customers for transformation journey· Participation in special / strategic digital transformation projects from time to time· Excel in developing strong client dialogue, at CXO levels- Experience in design thinking and re-imagining 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

Qualifications

– AI and Tech consulting and implementation background, experience in Chatbots, AI components understanding and implementation experience, tech consulting experience, good to have Salesforce exposure, conducting client workshops and managing client, partner relationships + regular DT profile.