Manager CX Implementation

Role: Manager-CX Implementation

Experience : 8+ Years

Location : Remote

Key Roles & Responsibilities:

• Serve as a CX subject matter expert with strong grounding in customer journey design and CX best practices.
• Lead requirements discovery and solution design by aligning business objectives, operational realities, and CX technology capabilities.
• Design and implement omni-channel CX solutions (Voice, Chat, Email, Messaging, Digital) using Amazon Connect, AWS services, and other CCaaS platforms.
• Apply emerging CX philosophies and technologies such as AI/ML, RPA, Conversational IVR,Chatbots, and Intelligent Automation to enhance customer engagement and efficiency.
• Execute client-facing CX transformation initiatives, including deployment of Firstsource CX solutions and platforms.
• Act as the primary technical and CX liaison between Firstsource and client stakeholders,ensuring clarity, alignment, and delivery excellence.
• Lead client governance through regular project reviews, expectation management, and proactive risk mitigation.
• Collaborate with internal leadership, account managers, and delivery teams to provide visibility into project progress and outcomes.
• Drive creation, review, and approval of business, functional, and technical documentation ensuring implementation readiness and quality standards.
• Review and sign off on CX solution deliverables prior to client handover.
• Support business development initiatives by contributing to proposals, CX solution approaches,effort estimations, and implementation roadmaps.

Key Capabilities Experience:

• Proven experience in designing and implementing CCaaS and CX solutions, including Telephony, Conversational IVR, Chatbots, and Digital Engagement platforms.
• Strong understanding of contact center operations, evolving CX models, and omni-channel / multi-channel customer interactions.
• Hands-on experience delivering end-to-end omni-channel CX implementations.
• Exposure to multiple industry verticals such as Retail, Utilities, Insurance, Healthcare, BFSI and CMT.
• In-depth knowledge of telephony systems, CRM platforms, Quality Assurance (QA), and Workforce Management (WFM) solutions.
• Strong consulting mindset with the ability to assess client needs and recommend best-fit CX solutions.
• Experience in operationalizing CX technology solutions within live business environments.
• 7+ years of experience across technology implementation, solution maintenance, development or architecture roles.
• Graduate degree in a technical discipline (BCA, BE, BTech, BS, or equivalent).
• Prior experience in the contact center operations or CX services industry is highly desirable.