Vice President AI Solutioning
3 weeks ago
Summary:
The Vice President – AI Solutioning will spearhead the design, development, and commercialization of AI-driven solutions for the contact center business. This senior leadership role requires a proven track record in outsourcing and digital transformation, with deep expertise in AI/GenAI technologies and their application in large-scale customer experience (CX) environments. The VP will serve as a client-facing executive leader—shaping solution strategies, developing pricing and commercial models, and driving adoption of emerging technologies to transform operations and unlock long-term value for clients.
This role is designed for a strategic leader who can sit across technology, business, and client consulting, making AI real and actionable for enterprise-scale CX organizations.
Key Responsibilities:
Solution Leadership
- Define and own the AI/GenAI solutioning strategy for the digital transformation portfolio across the contact center value chain (recruitment, training, agent assist, quality, analytics, workforce management, and customer engagement via voice and non-voice channels).
- Support cross-functional teams to conceptualize and deliver scalable, AI-native solutions aligned with client objectives and business outcomes.
Client Engagement & Consulting
- Serve as a trusted advisor to C-Suite and senior client stakeholders, articulating AI transformation opportunities and positioning differentiated value.
- Deliver high-impact client presentations, workshops, and solution pitches with strong storytelling and business case justification.
Commercial & Pricing Strategy
- Design pricing models and commercial structures for AI/GenAI solutions (licensing, subscription, consumption-based, outcome-based).
- Partner with sales and finance teams to shape competitive yet profitable go-to-market strategies.
Innovation & Emerging Tech
- Track, evaluate, and integrate emerging AI/GenAI capabilities (LLMs, agentic AI, voice AI, automation, knowledge mining) into the solution suite.
- Build partnerships with AI vendors, startups, and technology providers to enhance solution depth and speed to market.
Transformation Leadership
- Collaborate with operations, IT, and transformation teams to ensure seamless deployment and adoption of AI solutions.
- Drive measurable impact on cost optimization, agent productivity, compliance, customer satisfaction, and revenue enablement.
Qualifications & Experience:
Education: Bachelor’s or Master’s degree in Technology, Business, or related field. MBA preferred.
Experience:
- 15+ years of overall experience, with a strong background in outsourcing, BPO, or the Customer Experience industry.
- Demonstrated success in client-facing roles, engaging senior stakeholders in the US region.
- Mandatory experience in AI/GenAI solutioning and applying emerging technologies in large-scale transformation programs.
- Expertise in commercials and pricing models (deal shaping, financial modeling, business case creation).
- Proven track record in building and presenting executive-level solution proposals with measurable outcomes.
Skills & Attributes:
- Exceptional executive presence and presentation skills.
- Strong understanding of contact center operations, digital CX technologies, and transformation levers.
- Ability to balance innovation vision with practical execution.
- Collaborative leader, able to inspire cross-functional teams and manage complex solutioning cycles.
Success Metrics:
- Revenue growth from AI/GenAI solutions.
- Client satisfaction and retention through successful transformation engagements.
- Scalable, repeatable AI solutions deployed across multiple client accounts.
- Strong partnerships and ecosystem alliances delivering differentiated value.
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