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 leaderowning sales pursuits GTM strategy and executionwhile 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 onshore/offshore 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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