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

\n

Noida/Gurugram/Bangalore/Pune/Remote

\n

Fulltime

\n

Hybrid

\n

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

\n

Must-Have Experience

\n

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

\n

Key Focus Areas

\n

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