Associate Director- Digital Transformation & GenAI/LLM (Contact Center)

The Role:

As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who are responsible for building and executing transformation roadmap for clients in customer service domain.

*This role is open for Pune and Mumbai location

Essential Job Elements:

* Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.

* Provide communication to key stakeholder, including but not limited to; executive management, business owners, and business process leads.

* Work closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines.

* Identify new technologies that are relevant to service line and have potential to be scaled

* Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.

Profile & Experience

* Bachelor’s degree in computer science, engineering or relevant field and 10+ years of change management or transformation

* 5+ years of Program Management experience in a matrix environment

* Exposure to drive complex improvement / transformation projects across multiple accounts/domains across international processes.

* Transformation / Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma)

* Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc). This is a Voice Heavy role.

* Experience collaborating cross functionally within all organizational levels to build collaborative relationships.

* Strong internal client-facing skills with excellent communication, negotiation and conflict management skills

* Analytical acumen and the ability to streamline complex processes.

* Flexibility to work in shifts.