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VP - CX CCaaS/AI Transformation, Engagement Lead
Full-time
About EXL
EXL is a global leader in data and AI with 25+ years of expertise helping enterprises transform. We partner with leading companies in insurance, healthcare, banking and capital markets, retail, media and communications, and energy and infrastructure to reimagine business models and accelerate innovation. While nearly 70% of enterprise AI initiatives fail, EXL consistently delivers a 90% success rate by integrating deep industry knowledge, robust data and analytics capabilities, and cutting-edge AI implementation.
About the Role
As VP - CX CCaaS/AI Transformation, Engagement Lead, you will drive strategic conversations with clients to transform customer experience, design frictionless CX workflows, and craft innovative solutions leveraging Conversational AI, CCaaS (Contact Center as a Service), omnichannel engagement, CRM, and workflow automation. This role bridges sales, solutioning, and delivery — turning business challenges into technology-enabled experiences.
Responsibilities
Client Opportunity Identification
Engage with clients to understand their CX landscape, pain points, and business goals
Conduct CX discovery workshops and maturity assessments to uncover transformation opportunities
Analyze customer journeys and interaction data to identify areas for automation and improved engagement
CX Solutioning & Presales Leadership
Lead the presales process for CX solutions, including proposal creation, demos, and RFP/RFI responses
Design solutions leveraging Conversational AI (chatbots, voice assistants), CCaaS platforms, omnichannel engagement, and workflow automation
Collaborate with internal product, delivery, and sales teams to align technical solutions with business outcomes
Stakeholder Management
Act as a trusted advisor to CXOs, Heads of Contact Center, and Digital Transformation leaders
Facilitate solution walkthroughs and workshops with technical and non-technical audiences
Qualifications
15+ years of experience in CX consulting, presales, or solutioning roles within digital transformation or customer engagement domains
Strong knowledge of CX platforms including Conversational AI (Google Dialogflow, Azure Bot Services), CCaaS (Genesys, NICE, Amazon Connect, Five9), CRM, and automation technologies
Proven ability to analyze customer workflows and journey maps to identify improvement areas
Experience developing presales assets such as proposals, cost models, solution decks, and demos
Excellent communication and presentation skills with the ability to influence C-level stakeholders
Experience with CX metrics (NPS, CSAT, CES) and how to influence them via transformation initiatives
Bachelor's or master's degree in data science, Information Technology, Business Administration, or related field
