CX - CCaaS/AI Transformation Engagement Lead

EXL, from our beginnings in business process services to becoming a global leader in data and AI, EXL brings 25+ years of proven expertise helping enterprises transform and redefining what's possible for our clients.

We partner with leading companies in insurance, healthcare, banking and capital markets, retail, media and communications, and energy and infrastructure to reimagine business models, deliver measurable outcomes, and accelerate innovation.

While nearly 70% of enterprise AI initiatives fail, EXL consistently delivers a 90% success rate by integrating deep industry knowledge, robust data and analytics capabilities, and cutting-edge AI implementation in client workflows—turning complexity into value at scale.

At EXL, innovation isn't just a buzzword—it's how we solve complex challenges and create lasting value. By integrating cutting-edge technologies like machine learning, AI, and cloud computing, we enable our clients to stay ahead of the curve. Whether it's revolutionizing customer experiences, streamlining back-office operations, or uncovering new revenue streams, innovation fuels everything we do.

This role will focus will be responsible for:

Driving strategic conversations with clients, customer experience transformation, designing frictionless CX workflows

Designing innovative solutions that leverage the latest in Conversational AI, CCaaS (Contact Center as a Service), omnichannel engagement, CRM, and workflow automation technologies. 

You will conduct CX discovery sessions, CX maturity assessments, analyze customer journeys, identify transformation opportunities across the CX value chain, and collaborate with sales, delivery, and product teams to develop tailored proposals and solution architectures that address client pain points. This role bridges sales, solutioning, and delivery — turning business challenges into technology-enabled experiences that drive value.

Client Opportunity Identification

• Engage with prospects and existing clients to understand their current customer experience landscape, pain points, and business goals.
• Conduct CX discovery workshops and maturity assessments to uncover opportunities for transformation and innovation.
• Analyze customer journeys and interaction data to pinpoint areas for automation, optimization, and improved engagement.

CX Solutioning & Presales Leadership

• Lead the presales process for CX solutions, including proposal creation, solution presentations, demos, and RFP/RFI responses.
• Design and articulate solutions that leverage technologies such as Conversational AI (e.g., chatbots, voice assistants), CCaaS platforms, omnichannel engagement, and workflow automation.
• Collaborate with internal product, delivery, and sales teams to align technical solutions with business outcomes.

Value Proposition & Differentiation

• Craft compelling value propositions for clients that demonstrate ROI, reduce friction in CX workflows, and enhance customer satisfaction.
• Stay current on market trends, competitor offerings, and emerging technologies to ensure differentiation in proposals and pitches.

Solution Demonstrations and Technical Presentations

• Deliver compelling product demonstrations that showcase the features and benefits of our solutions.
• Customize demonstrations to align with the specific needs and use cases of potential customers.
• Conduct technical presentations, both in-person and virtually, to convey the value proposition of our products/services.
• Address technical inquiries and concerns during the sales process

Collaboration with Sales

• Work closely with the sales team to understand customer goals and contribute to the development of winning sales strategies.
• Assist in the preparation of technical proposals, RFP responses, and other sales materials.

Stakeholder Management & Communication

• Act as a trusted advisor to client stakeholders including CXOs, Heads of Contact Center, and Digital Transformation leaders.
• Facilitate solution walkthroughs and workshops with technical and non-technical audiences.

• 10+ years of experience in CX consulting, presales, or solutioning roles within digital transformation or customer engagement domains.
• Strong knowledge of CX platforms and tools including Conversational AI (e.g., Google Dialogflow, Azure Bot Services, etc.), CCaaS (e.g., Genesys, NICE, Amazon Connect, Five9), CRM, and automation technologies, Smart Agent Assist, and their technical capabilities.
• Proven ability to analyze customer workflows and journey maps to identify improvement areas.
• Experience developing presales