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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 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. Required Qualifications & Skills 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. Show more Show less
