Manager - Digital Transformation (WFO) || CX domain

Concentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance for some of the worlds best brands. Every day, from more than 40 countries and across six continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.

Visit www.concentrix.com to learn more.

Position: Manager - Digital Transformation for Customer experience improvement (Techno - functional role)

Individual contributor role

Mode of Work - Work from office

Job Location: Gurgaon

Relevant Experience:

• 6+ years of relevant exp in identifying Process improvement opportunities
• Exp in deploying CCAAS (GenAI and Agentic AI solutions, etc, technology) for improving customer experience or improvement in voice /chat processes like NPS / CSAT
• Hands on in doing end to end process assessment and process mapping using Visio or any other platform

Role:

enabling technology using solutions like Lean Six Sigma, Robotics Process Automation, AI enabled Conversation Bots.

responsible for working with clients to identify strategic capabilities that create competitive advantage.

Key essentials:

1. Total experience of 6+ yrs in Digital Transformation domain with atleast 2yrs of relevant experience in Content Moderation / COMO

   (led end to end CX improvements)

2. Hands on in deploying CCAAS solutions (Like GenAI /Agentic AI / Salesforce / agent assist/etc.) for improving CX - NPS ,CSAT ,AHT.

3. Green Belt certification is mandate; however,

   preference is for Black belt certified professional
4. Must have experience in

   process mapping (As IS - TO BE process) via MS Visio and process assessment including Cost Benefit Analysis and VSMs

5. Good to have exposure around Minitab, Visio and fair knowledge around latest tech platforms