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.
The successful candidate will lead the end-to-end strategy for modernizing Genesys across Singapore, Hong Kong, Malaysia, India, and the new expansion into Thailand. They will define the future-state CC architecture, operating model, and transformation roadmap.
Key responsibilities include:
- Driving the introduction of Conversational AI, starting with voice-led onboarding journeys on Cognigy
- Orchestrating regional CC modernization, ensuring consistency and scalability across markets
- Steering the transition away from the incumbent (Infy) and positioning CG as the strategic CC partner
- Laying the foundation for an AI-driven, omni-channel customer experience across the region
We are looking for a candidate with 10+ years in Contact Center platforms and transformation, deep experience in Genesys Cloud / Genesys Engage strategy, and strong background in Conversational AI, voice automation, and vendor transition.