CEM Transformation Strategy Lead

Title : AGM - CEM Transformation

Candidate Expectation and Roles & Responsibilities

Minimum 15 yrs of experience required Understand client digital transformation needs and consult / provide customized solution Create compelling transformation pitches to promote value based selling specific to verticals.

Respond to RFP / RFIs / RFQs, build proactive proposals with customized transformation solutions.

Develop and manage digital offerings across verticals including ENU, Retail, Telecom, Healthcare, etc.

Work on the transformation solution commercials, create business for the opportunity and handle client presentations, solution defense and visits.

Create crisp and appealing report outs (based on assessment), client presentations, solution defense deck, capabilities deck and marketing content Create industry specific white papers, point of view and case studies.

Perform analytics on operations data to build financially visible solutions.

Skills Excellent written and oral communication skills (ability to articulate key messages) Experience with leading contact centre technologies i.E., have extensively worked on technology solutions which includes IVR, Chat / Chatbots, GenAI based solutions, CCaaS, Augmented Reality, CRMs, etc. Operations and customer experience data analytics (should be good with excel. Experience in any other analytical tool will be an added advantage). Excellent with MS Office (must have good PowerPoint skills)