CX - CCaaS/AI Transformation Lead

EXL

Lead CX transformation and AI initiatives for clients at EXL while collaborating with technology and delivery teams to enhance customer experiences. Design innovative solutions leveraging Conversational AI and CCaaS technologies.

Posted 7/7/2026full-time🇺🇸 United StatesSenior💰 $170,000 - $250,000 per yearWebsite

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Driving strategic conversations with clients, customer experience transformation, designing frictionless CX workflows.
Designing innovative solutions that leverage the latest in Conversational AI, CCaaS (Contact Center as a Service), omnichannel engagement, CRM, and workflow automation technologies.
Conducting CX discovery sessions, CX maturity assessments, analyze customer journeys, identify transformation opportunities across the CX value chain, and collaborate with sales, delivery, and product teams to develop tailored proposals and solution architectures that address client pain points.
Engaging with prospects and existing clients to understand their current customer experience landscape, pain points, and business goals.
Conducting CX discovery workshops and maturity assessments to uncover opportunities for transformation and innovation.
Analyzing customer journeys and interaction data to pinpoint areas for automation, optimization, and improved engagement.
Leading the presales process for CX solutions, including proposal creation, solution presentations, demos, and RFP/RFI responses.
Designing and articulating solutions that leverage technologies such as Conversational AI, CCaaS platforms, omnichannel engagement, and workflow automation.

Requirements

What you’ll need

10+ years of experience in CX consulting, presales, or solutioning roles within digital transformation or customer engagement domains.
Strong knowledge of CX platforms and tools including Conversational AI (e.g., Google Dialogflow, Azure Bot Services, etc.), CCaaS (e.g., Genesys, NICE, Amazon Connect, Five9), CRM, and automation technologies, Smart Agent Assist, and their technical capabilities.
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.
Strategic thinker with the ability to translate complex technology into clear business value.
Bachelor's or master's degree in data science, Information Technology, Business Administration, or related field.
Proven experience in technical pre-sales or similar role in the technology industry.
Experience with driving CX metrics for clients such as NPS, CSAT, CES, and how to influence them via transformation initiatives.
Experience working in agile environments or transformation programs.

Benefits

Comp & perks

For more information on benefits and what we offer please visit us at **https://www.exlservice.com/us-careers-and-benefits**

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CX PlatformsWorkflow AutomationProposal DevelopmentCost ModelingSolution ArchitectureCustomer Experience MetricsAgile MethodologiesData AnalysisTechnical Pre-SalesDigital Transformation

Soft Skills

Excellent CommunicationPresentation SkillsStrategic ThinkingInfluencing StakeholdersCollaboration