
Vice President of Account Management
2 weeks ago
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.
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.
Serve as a trusted advisor to C-Suite and senior client stakeholders, articulating AI transformation opportunities and positioning differentiated value.
Commercial & Pricing Strategy
Design pricing models and commercial structures for AI/GenAI solutions (licensing, subscription, consumption-based, outcome-based).
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.
Qualifications & Experience:
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.
~ 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.
Strong understanding of contact center operations, digital CX technologies, and transformation levers.
Revenue growth from AI/GenAI solutions.
Client satisfaction and retention through successful transformation engagements.
Scalable, repeatable AI solutions deployed across multiple client accounts.
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