EXL · 8 hours ago
VP - CX CCaaS - Engagement Lead
NYC Metro Area
Full-time
Onsite
Director/Executive
$200K/yr - $250K/yr
15+ years expEXL is a global leader in data and AI with over 25 years of expertise in transforming enterprises. The VP - CX CCaaS - Engagement Lead will drive customer experience transformation and develop innovative solutions leveraging advanced technologies to enhance client engagement and satisfaction.
AnalyticsBankingOutsourcing
Responsibilities
As a VP - CX CCaaS - Engagement Lead, you will be responsible for driving strategic conversations with clients, to drive customer experience transformation, design frictionless CX workflows, and craft 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
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
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
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
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
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
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
Qualification
Required
15+ 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 assets such as proposals, cost models, solution decks, and demos
Excellent communication and presentation skills with the ability to influence C-level stakeholders
Strategic thinker with the ability to translate complex technology into clear business value
Bachelor's or master's degree in data science, Information Technology, Business Administration, or related field
Proven experience in technical pre-sales or similar role in the technology industry
Experience with driving CX metrics for clients such as NPS, CSAT, CES, and how to influence them via transformation initiatives
Experience working in agile environments or transformation programs
Company
EXL
EXL is a provider of Transformation and Outsourcing services to Global 1000 companies in multiple industries
10001+ employees
H1B Sponsorship
EXL has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$150MKey Investors
The Orogen GroupFTV Capital
2018-10-02Post Ipo Debt· $150M
2006-10-20IPO
2004-12-01Series Unknown
Leadership Team
Rohit Kapoor
Chairman & Chief Executive Officer
Brad Burdick
SVP, Insurance Domain Platforms
Recent News
MarketScreener
2025-12-24
SalesTech Star
2025-12-24
2025-12-19
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