Remote-Assistant Vice President- CX Transformation, Contact Center AI, or Customer Experience Optimi

Job Description

AVP- CX Transformation, Contact Center AI, or Customer Experience Optimization

Noida/Gurugram/Bangalore/Pune/Remote

Fulltime

Hybrid

candidates with a strong blend of Data Analytics, Conversational AI, CX Transformation, and Optimization experience, rather than pure implementation or platform engineering backgrounds.

Must-Have Experience

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• 10+ years of experience in CX Transformation, Conversational AI, Contact Center AI, or Customer Experience Optimization.
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• Strong experience in analyzing and improving AI/automation performance using data and business metrics.
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• Proven exposure to:
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• Containment Rate, Escalation / Transfer Rate, Task Completion / Success Rate, CSAT / NPS, Deflection & Automation Metrics
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• Hands-on experience with conversation analytics, speech analytics, transcript analysis, and customer journey optimization.
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• Experience working with AI-powered voice agents, virtual assistants, IVR modernization, or Conversational AI solutions.
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• Ability to drive continuous optimization cycles post deployment.
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Key Focus Areas

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• AI Agent Performance Management & Optimization
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• Data Analytics & Insight Generation
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• Conversation Analytics & Transcript Analysis
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• Intent Mining & Customer Journey Analysis
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• KPI Monitoring & Continuous Improvement
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• Voice AI / Conversational AI Optimization
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• Contact Center Transformation & Automation – CCAI
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• Stakeholder Management & Business Alignment
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• Post-Implementation Performance Governance & Optimization
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