Vice President AI Solutioning

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.