Sr. Manager - Digital Transformation

About Concentrix:

Concentrix Corporation (NASDAQ: CNXC) a global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building, and scaling secure AI technologies, or running digital operations that deliver global consistency with a local touch, we have it covered. At the heart of everything we do lies a commitment to transforming the way companies connect, interact, and grow. We’re here to redefine what success means, delivering outcomes unimagined across every major vertical in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more.

Job Role: This is a Techno-functional role to support the accounts for Hyderabad location. The incumbent would be accountable to identify scope of Process Excellence for improving the customer experience (NPS,CSAT,etc.) via doing end to end process assessment and deploying any cognitive or CCAAS solutions if applicable based on the CBA and Tech outcomes.

Key essentials:

1. RPA / Cognitive solution-based project to improve customer experience.

2. Green Belt certification is mandate; however,

   preference is for Black belt certified professional
3. Must have experience with end-to-end process assessment on understand the bottlenecks and tech landscape

4. Good to have knowledge around CCAAS solutions like

   GEN AI tools like Conversation AI, Community forums, Accent Neutralizer, QA Automation, Sentiment analysis, language Translation etc., Sandbox Simulation, Knowledge AI etc.

It's a complete Work from Office role (5days week) from Mumbai office (Malad)

Key Roles & Responsibilities:

• Co-innovate with our clients to outline transformation roadmaps

• Identification of Opportunity by conducting detailed Process Discoveries &/ Customer Journey Mapping

• Support delivery, account management, sales teams in problem solving and driving business growth

• Develop Innovative solutions which helps in addressing the identified people, process, technology opportunities

• Create a culture of problem solving by imparting trainings

• Identify new technologies which can help us improve CNX &/ our client’s business processes

Desired Skills/ Preferred Qualifications:

• Comprehensive understanding of Business Process Service & CX business & associated channels
• Solution Building – Business Transformation Roadmaps

• Transformation / Process Re-engineering (RPA, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma

• Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc)

• Proven experience in conducting Process Discoveries & write Process Design Documents

• Lean Six Sigma BB / MBB Certification would be preferable

• Strong Stakeholder / client management experience