Senior Manage- Service Transformation CCas

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Senior Manager – Contact Center Transformation/ CCaaS Transformation

Practice Area: Customer – Service Transformation

Role Purpose

Lead end-to-end CCaaS transformation programs aligned with client vision and business objectives, enhancing contact center capabilities through cloud-native platforms (Amazon Connect, Genesys, NICE, Five9), conversational AI, and CX analytics. Act as both a growth catalyst and delivery leader—owning sales pursuits, GTM strategy, and execution—while engaging C-suite stakeholders, platform partners, and internal teams to deliver measurable business impact.

Responsibilities

Business Developement & Growth

• Own and lead the Customer Service CCaaS practice, defining its vision, offerings, and growth roadmap.
• Drive business development and revenue growth for CCaaS advisory and transformation services.
• Build strategic partnerships with CCaaS platform providers to strengthen market positioning and co-create differentiated solutions.
• Develop and execute GTM strategies for CCaaS solutions and transformation programs.
• Lead pursuits including RFP responses, solution proposals, pricing strategies, and executive-level stakeholder engagements.
• Identify new market opportunities and expand service offerings to accelerate growth.
• Develop comprehensive CCaaS transformation strategies aligned to enterprise goals.
• Market & Technology Insights: Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies.
• Develop strong working relationships with the senior management team and identify growth opportunities.

End-to-End Delivery

• Lead end-to-end delivery of global, multi-stream CCaaS programs, covering discovery, design, build, testing, deployment, and hypercare phases.
• Implement Agile delivery frameworks with strong governance, leveraging onshore and offshore teams to ensure quality, speed, and scalability.

Solution Architecture & Integration

• Architect cloud-based contact centers, integrating ACD, IVR/IVA, digital channels, WEM/WFM, QM, recordings, CRM systems, and knowledge solutions.
• Collaborate with software and technology partners to develop service-focused, cloud-native contact center platforms.

Platform Migration & Modernization

• Lead cloud migrations from legacy/on-premise systems, including platform rollout, UAT, cutover, training, and decommissioning efforts.

Stakeholder Engagement

• Develop strong relationships with client senior leadership to identify follow-on opportunities and maintain ongoing alignment.
• Effectively communicate transformation strategies, progress updates, and outcomes to internal and external stakeholders.

Team Leadership

• Build, mentor, and lead cross-functional delivery teams, including solution architects, developers, QA, and PMs.

Qualifications

Core Experience

• 12+ years in technology 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.
• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams.
• Hands-on knowledge of CCaaS platforms (Amazon Connect, Genesys Cloud CX, NICE CXone, Five9) and integrations with CRM systems.

Skills & Competencies

• Agile delivery and on‑shore/off‑shore team coordination.
• Strong stakeholder management across client and vendor teams.
• Conversational AI experience (bots, IVA, NLP) and platform migration expertise.
• Data compliance knowledge (PCI/PII, GDPR) tied to CCaaS and compliance platforms.

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