Contact Center & Customer Experience Transformation VP - Cross Industry

We are looking for a Vice President to lead Contact Center and Customer Experience (CX) Transformation for our Diversified Industries Group (DIG), spanning Retail, E-commerce, Travel & Hospitality, and Telecom clients. 

This is a dual-mandate, quota-carrying leadership role: the incumbent will originate and close transformation opportunities with new and existing DIG clients and lead the design and delivery of large-scale CX and contact center transformation programs — spanning operations redesign, digital/AI-led CX, and technology modernization. 

The ideal candidate combines deep transformation delivery credibility with a genuine sales instinct — comfortable owning a revenue number, running C-suite conversations, and converting pipeline into signed, deliverable engagements.

Revenue ownership & deal closure

• Own and deliver an annual bookings/revenue target across the DIG portfolio, in partnership with account and sales leadership.
• Lead client conversations from qualification through commercial closure — shaping deal structure, pricing, and win strategy for large, complex transformation pursuits.
• Build and manage a qualified pipeline of CX/contact center transformation opportunities; represent the practice in RFPs, client pitches, and executive briefings.
• Act as a trusted advisor to CXOs (CX, Operations, Digital, Customer Care) at client organizations, translating business pain points into transformation propositions.

Transformation strategy & delivery leadership

• Lead large-scale contact center and CX transformation programs end-to-end: current-state diagnostics, target operating model design, business case development, and multi-year execution roadmaps.
• Drive operational transformation levers — channel shift, self-service, workforce optimization, automation/AI-led servicing, and outcome-based commercial models.
• Own program governance, client stakeholder management, and delivery quality across a multi-account portfolio.
• Build repeatable transformation frameworks, playbooks, and accelerators specific to Retail, E-commerce, Travel, and Telecom customer journeys.

CX technology & solutioning

• Maintain working fluency across the CX/contact center technology stack — CCaaS platforms (NICE, Genesys, Five9, Amazon Connect), CRM (Salesforce Service Cloud, Microsoft Dynamics), conversational AI/chatbots, workforce management (WFM/WFO), and analytics/QA (speech and text analytics, CSAT/VOC tooling).
• Partner with technology and analytics teams to embed AI/GenAI-led servicing, agent-assist, and automation into transformation solutions.
• Evaluate and position partner/ISV technology within client solutions to differentiate proposals.

Domain & industry leadership

• Bring point-of-view and thought leadership on CX trends specific to Retail, E-commerce, Travel & Hospitality, and Telecom (e.g., peak-season scalability, loyalty servicing, omnichannel commerce support, telco care-to-sales conversion).
• Represent DIG at industry forums, client advisory boards, and internal capability-building initiatives.

People & practice leadership

• Build, mentor, and scale a team of transformation consultants, solution architects, and delivery leads.
• Partner with HR/Talent to shape hiring, capability development, and career pathing for the transformation practice.

Required Qualifications

• 15+ years of overall experience, with a minimum of 8–10 years in contact center/CX transformation, consulting, or BPO/BPM leadership roles.
• Demonstrated track record of leading large-scale (multi-million dollar) transformation programs from design through execution.
• Proven, quantifiable sales/business development track record — direct experience owning a revenue target and closing complex, multi-stakeholder deals.
• Hands-on familiarity with the CX/contact center technology ecosystem (CCaaS, CRM, WFM, conversational AI, analytics) — enough to credibly solution with clients, not just describe it.
• Direct domain experience in at least two of: Retail, E-commerce, Travel & Hospitality, Telecom.
• Executive presence and strong consultative selling skills; comfortable presenting to and negotiating with C-level client stakeholders.
• Experience operating within a BPO, BPM, IT services, or management consulting environment preferred.
• Bachelor's degree required; MBA or equivalent advanced degree preferred.
• Willingness to travel to client locations and delivery centers as needed.

Success Metrics/KPIs

• Annual bookings / revenue closed against target (primary metric — quota-carrying).