Description
We are hiring a senior Contact Center Transformation Leader to define and drive the next-generation strategy for a multi-country Genesys-based Contact Center estate.
This is not a developer role , it is a strategic, architecture-led, CX transformation role working directly with the Group Contact Center Head.
Lead the end-to-end strategy for modernizing Genesys across Singapore, Hong Kong, Malaysia, India, and the new expansion into Thailand.
Define the future-state CC architecture, operating model, and transformation roadmap.
Drive the introduction of Conversational AI, starting with voice-led onboarding journeys on Cognigy.
Orchestrate regional CC modernization, ensuring consistency and scalability across markets.
Steer the transition away from the incumbent (Infy) and position CG as the strategic CC partner.
Lay the foundation for an AI-driven, omni-channel customer experience across the region.