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AVP - CX Transformation, CCAI & CX Optimization
Full-time
This is a business + AI + analytics leadership role focused on driving the performance and optimization of AI-powered voice agents across customer experience operations. The individual continuously improves customer experience, containment, automation effectiveness, and business outcomes through data-driven insights.
Must-Have Experience
10+ years in CX Transformation, Conversational AI, Contact Center AI, or Customer Experience Optimization.
Strong experience analyzing and improving AI/automation performance using data and business metrics.
Exposure to Containment Rate, Escalation/Transfer Rate, Task Completion, CSAT/NPS, and deflection metrics.
Hands-on experience with conversation analytics, speech analytics, transcript analysis, and customer journey optimization.
Experience with AI-powered voice agents, virtual assistants, IVR modernization, or Conversational AI solutions.
Key Focus Areas
AI agent performance management and optimization.
Conversation analytics, transcript analysis, and intent mining.
KPI monitoring and continuous improvement of Voice AI / Conversational AI.
Contact center transformation and automation (CCAI), and post-implementation governance.
Exposure to platforms such as Google CCAI / Dialogflow CX, Amazon Connect / Lex, Genesys, NICE CXone, Kore.ai, Cognigy, or Five9 is relevant.
