CX Transformation, Program Delivery Lead – VP

EXL

CX transformation delivery leader overseeing multi-vendor AI, CCaaS, and Salesforce programs. Owning enterprise client delivery, governance, technical oversight, and engagement P&L.

Posted 9/10/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $200,000 - $250,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading CX transformation programs, managing P&L, and ensuring successful integration of advanced CX solutions. Proven ability to build trusted relationships with executive leadership and drive operational excellence across multidisciplinary teams.

Highest-signal resume keywords

CX Transformation LeadershipP&L ManagementConversation AI PlatformsCCaaS SolutionsSalesforce CRM Integrations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

P&L ManagementCX TransformationContact Center OperationsAI WorkflowsIntegration PatternsDependency MappingFinancial TrackingChange ControlDelivery-Standard ComplianceKPI Tracking

Soft Skills

Relationship BuildingMentoringCollaborationAccountabilityInnovation

Tools & Technologies

Salesforce Service CloudGenesys CloudNICE CXoneAmazon ConnectFive9Cisco Webex CCSierraDialogflowNuanceCognigy

Certifications & Qualifications

Salesforce AdminSalesforce Service Cloud ConsultantCCaaS Certifications

Industry Keywords

Professional ServicesSaaSCloud Partner EcosystemsAgile MethodologiesHybrid Delivery Methodologies

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as the primary delivery leader and strategic partner to the client’s CX, digital, and technology leadership teams
Build trusted advisor relationships at executive and operational levels
Lead business and technical discussions to shape roadmap, solution direction, and delivery approach
Align partner, customer, and ecosystem vendors around a unified delivery model
Lead execution of a multi-workstream, multi-vendor CX transformation program
Own program governance, including steering committee leadership, RAID management, milestones, resource planning, and commercial oversight
Maintain PMO disciplines including dependency mapping, financial tracking, change control, and delivery-standard compliance
Own full program P&L, revenue forecasting, cost management, and gross margin optimization
Partner with sales, finance, and practice leaders on engagement commercial health
Lead contract change management, SoW governance, and margin protection strategies
Oversee architecture, build, and deployment of advanced CX solutions
Ensure integrations across AI, CCaaS, middleware, and Salesforce Service Cloud
Drive technical assurance, best-practice architecture, and production-ready deployments
Lead multidisciplinary Professional Services teams across architecture, engineering, QA, PMO, and operations
Collaborate with internal practices, subcontractors, and customer teams
Mentor delivery teams and uphold accountability, innovation, and delivery excellence
Ensure scalability, robustness, and adoption within the customer environment
Track KPIs, SLAs, financials, and operational performance
Drive continuous improvement, risk mitigation, and customer success outcomes

Requirements

What you’ll need

15+ years in Professional Services or delivery leadership within CX, SaaS, consulting, or cloud partner ecosystems
Hands-on experience with Conversation AI platforms including Sierra, Dialogflow, Nuance, Cognigy, LivePerson, or equivalent
Experience with CCaaS solutions such as Genesys Cloud, NICE CXone, Amazon Connect, Five9, and Cisco Webex CC
Practical exposure to Salesforce CRM integrations, including Service Cloud, CTI adapters, and APIs
Experience managing P&L, gross margin, commercial governance, and contractual constructs
Demonstrated success delivering large transformation programs in a partner, SI, or vendor environment
Strong understanding of contact center operations, workflows, routing logic, and customer journey design
Technical depth across cloud architectures, AI workflows, and integration patterns
Preferred: certifications in major CCaaS or AI platforms
Preferred: Salesforce certifications such as Admin or Service Cloud Consultant
Preferred: experience in top-tier partner ecosystems
Preferred: background in agile and hybrid delivery methodologies

Benefits

Comp & perks

Benefits information provided at https://www.exlservice.com/us-careers-and-benefits
Compensation may exceed the posted range for positions based in higher-cost zones such as California, New York, and New Jersey