Vice President AI Solutioning

Summary :

The Vice President – AI Solutioning will spearhead the design, development, and commercialization of AI-driven solutions for the contact center business. This senior leadership role requires a proven track record in outsourcing and digital transformation, with deep expertise in AI / GenAI technologies and their application in large-scale customer experience (CX) environments. The VP will serve as a client-facing executive leader—shaping solution strategies, developing pricing and commercial models, and driving adoption of emerging technologies to transform operations and unlock long-term value for clients.

This role is designed for a strategic leader who can sit across technology, business, and client consulting, making AI real and actionable for enterprise-scale CX organizations.

Key Responsibilities :

Solution Leadership

Define and own the AI / GenAI solutioning strategy for the digital transformation portfolio across the contact center value chain (recruitment, training, agent assist, quality, analytics, workforce management, and customer engagement via voice and non-voice channels).

Support cross-functional teams to conceptualize and deliver scalable, AI-native solutions aligned with client objectives and business outcomes.

Client Engagement & Consulting

Serve as a trusted advisor to C-Suite and senior client stakeholders, articulating AI transformation opportunities and positioning differentiated value.

Deliver high-impact client presentations, workshops, and solution pitches with strong storytelling and business case justification.

Commercial & Pricing Strategy

Design pricing models and commercial structures for AI / GenAI solutions (licensing, subscription, consumption-based, outcome-based).

Partner with sales and finance teams to shape competitive yet profitable go-to-market strategies.

Innovation & Emerging Tech

Track, evaluate, and integrate emerging AI / GenAI capabilities (LLMs, agentic AI, voice AI, automation, knowledge mining) into the solution suite.

Build partnerships with AI vendors, startups, and technology providers to enhance solution depth and speed to market.

Transformation Leadership

Collaborate with operations, IT, and transformation teams to ensure seamless deployment and adoption of AI solutions.

Drive measurable impact on cost optimization, agent productivity, compliance, customer satisfaction, and revenue enablement.

Qualifications & Experience :

Education : Bachelor’s or Master’s degree in Technology, Business, or related field. MBA preferred.

Experience :

15+ years of overall experience, with a strong background in outsourcing, BPO, or the Customer Experience industry.

Demonstrated success in client-facing roles, engaging senior stakeholders in the US region.

Mandatory experience in AI / GenAI solutioning and applying emerging technologies in large-scale transformation programs.

Expertise in commercials and pricing models (deal shaping, financial modeling, business case creation).

Proven track record in building and presenting executive-level solution proposals with measurable outcomes.

Skills & Attributes :

Exceptional executive presence and presentation skills.

Strong understanding of contact center operations, digital CX technologies, and transformation levers.

Ability to balance innovation vision with practical execution.

Collaborative leader, able to inspire cross-functional teams and manage complex solutioning cycles.

Success Metrics :

Revenue growth from AI / GenAI solutions.

Client satisfaction and retention through successful transformation engagements.

Scalable, repeatable AI solutions deployed across multiple client accounts.

Strong partnerships and ecosystem alliances delivering differentiated value.