Job Description

:Job Title: Delivery Lead Conversational AI & CCaaS Solutions (Band D2)
Department: Customer Experience (CX)
Location: Noida, India
Reporting To: Vice President CX Delivery
Experience: Minimum 15 years
Work Shift: US Timings
Education: B.Tech or equivalent in Computer Science/Engineering or related fieldAbout the Role:We are looking for a seasoned Delivery Lead (Band D2) to join our Customer Experience (CX) department, playing a critical role in transforming how our clients engage with their customers through next-generation Contact Center as a Service (CCaaS) and Conversational AI platforms. The ideal candidate will have a strong foundation in Genesys, Amazon Connect, or similar technologies and will lead end-to-end delivery of digital CX initiatives focused on the US Healthcare and Insurance domains.This is a high-impact role that blends technical delivery, customer-centric strategy, and hands-on leadershipxe2x80x94reporting directly to the Vice President of CX Delivery.Key Responsibilities:

• Lead end-to-end delivery of Customer Experience transformation programs involving CCaaS platforms and Conversational AI technologies.
• Serve as the primary delivery interface for CX initiatives across clients and internal leadership, ensuring consistent alignment and stakeholder satisfaction.
• Architect and drive integrations between CCaaS platforms and AI-powered solutions such as Google Dialogflow, Amazon Lex, and emerging conversational interfaces.
• Apply deep technical knowledge to guide design, development, and integration of customer experience technologies.
• Manage delivery teams, project timelines, risks, budgets, and client expectations across CX engagements.
• Leverage coding experience in Python, Java, Node.js to support solution integrity and technical escalations.
• Bring domain expertise in US Healthcare and Insurance to contextualize CX improvements and ensure regulatory compliance.
• Promote continuous innovation in CX by exploring opportunities with Generative AI (GenAI), Large Language Models (LLMs), and Agentic AI technologies.
• Drive CX KPIs and value realization through strategic planning and performance tracking.
• Coach and mentor cross-functional teams to drive CX delivery excellence.

• Bachelors Degree (B.Tech or equivalent) in Computer Science, Engineering, or a related discipline.
• At least 15 years of professional experience, including 5+ years in CX or contact center delivery leadership.
• Deep knowledge of Genesys, Amazon Connect, or equivalent CCaaS solutions.
• Experience implementing Conversational AI platforms like Dialogflow, Lex, and integrating them with enterprise systems.
• Strong programming and architecture background with Python, Java, Node.js.
• Proven ability to lead complex programs in the US Healthcare and Insurance sectors.
• Excellent stakeholder management, client communication, and leadership skills.
• Ability to work and lead teams during US business hours.
• Desired: Exposure to GenAI, LLMs, Agentic AI and their applications in customer experience strategies.

EXL Service