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EY

Senior Manager – Customer Service Transformation, AI

EY

Senior Manager – Customer Service Transformation and AI at EY driving CCaaS transformation programs with C-suite stakeholders. Developing strategies for AI adoption and digital channels for customer service improvement.

Posted 7/9/2026full-timeChennai • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Lead end-to-end CCaaS and Customer Service AI transformation programs that align with client vision and business objectives—enhancing contact center capabilities with cloud-native platforms.
  • Serve as both growth driver and delivery anchor, working with C‑suite stakeholders, platform partners, and internal teams to deliver measurable impact.
  • Advise C-suite stakeholders on customer service transformation strategies, including AI adoption, digital channels, and experience-led service design.
  • Drive full lifecycle delivery for global, multi-stream of customer service, CCaaS and AI transformation programs.

Requirements

What you’ll need
  • 8–12+ years in customer service and contact center transformation or consulting, with at least 5 years in CCaaS or cloud contact center delivery.
  • Demonstrated track record of leading large-scale CCaaS transformations across discovery, migration, and managed operations.
  • Experience in proposal writing, executive presentations, and business development within service operations or contact center technology.
  • Hands-on knowledge of CCaaS platforms (Amazon Connect, Genesys Cloud CX, NICE CXone, Five9) and integrations with CRM systems.
  • Conversational AI experience (bots, IVA, NLP) and platform migration expertise.
  • Data compliance knowledge (PCI/PII, GDPR) tied to CCaaS and compliance platforms.

Benefits

Comp & perks
  • Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
CCaaS PlatformsProposal WritingExecutive PresentationsBusiness DevelopmentPlatform Migration ExpertiseNLPAI AdoptionService DesignDiscovery and MigrationManaged Operations
Soft Skills
Stakeholder EngagementCollaborationCommunication