Assistant Vice President, Contact Center

1 month ago

Kolkata, India Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
 
Inviting applications for the role of Assistant Vice President, Contact Center
 
In this role, you will develop solutions disrupts the CXM industry, uses generative AI to be a game changer in how customer experience is delivered to the end client - business, smb, or consumer, and to deliver exceptional business value to the client through digital tools that can allow us to monetize on business impact delivered. This role is a combination of excellent strategy mindset, technology prowess, good commercial sense in structuring deals, and excellent customer facing skills (executive presence, ability to listen and address specific problems, articulate acceptable and reasonable solutions, etc.

Responsibilities
o Leading RFP responses and proactive bids for Customer Care with a focus in end-to-end value proposition partner across functions and service lines. This involves defining the digital, analytics and commercial parts of the solution, the operating model, authoring the RFP response by partnering across all support functions, and presenting the solution at client orals. Target metric is sales bookings. 
o Leading development of capability including defining generative AI offerings required to have a differentiated set of end-to-end solutions in contact center, building, maintaining and updating those solution offerings by partnering internally and externally.
o Deploying pilots, developing demos and sample use cases to generate paid advisory engagements and pipeline for new business that has a technology-first approach (margin accretive deals). 
o Help presales teams in responding to RFP / RFQ / RFI, design considerations, transformation solutions, architectures, usage pricing, implementation / support pricing, answering customer questionnaire, preparing questionnaires seeking clarity on customer expectations.
o Create Point of views and proof of concepts.

Qualifications we seek in you
Minimum Qualifications / Skills
o Technical: Technical expertise in AI and data science and facility with deploying business use cases for various generative AI technologies such as GPT3.5, 4, Code Interpreter, Lang Chain prompt engineering, at the forefront of new and emerging LLMs on Hugging Face, etc.
o Commercial & finance: Ability to create, invent, develop new ways of commercializing intellectual assets, and ability to author financial business cases (including facility with such concepts in balance sheets, NPV, DCF to create alternate commercial models) 
o Stakeholder Management: Successfully partner with stakeholders in the Sales / BD teams and Operations 
o Teamwork: Work alongside enterprise functions such as pricing, finance, HR, transition, lean digital, analytics, tech delivery to develop a differentiated solution that wins the deal. 
o Global experience: Proficiency across global delivery sites (US, Latam, Europe, APAC – including ability to solve multi–lingual requirements using technology, gig workforce etc.)
o MBA desired, Relevant years of experience in the contact center industry a digital architect, data scientist or management consultant


Preferred Qualifications/ Skills
• Consulting / Advisory experience - demonstrated ability to convey value proposition, differentiators in a compelling manner to win new relationships / opportunities.

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