> Markdown version of [/jobs/ext/1509570-contact-center-customer-experience-transformation-vp-cross-industry](https://www.wearedevelopers.com/jobs/ext/1509570-contact-center-customer-experience-transformation-vp-cross-industry). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Contact Center & Customer Experience Transformation VP - Cross Industry - **Company:** EXL SERVICE - **Location:** United States - **Experience:** Expert - **Salary:** $185,000.0 - $250,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Microsoft Dynamics, Salesforce.Com, Amazon Connect, Chatbots, Genesys, Information Technology, Text Analysis - **Published:** July 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=32c29c73977d37cf ## About the Role * 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. ## Description Job Description: 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. Responsibilities: 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. ## Related Videos - [Building Employee Experience Through Everyday Interactions](https://www.wearedevelopers.com/videos/1763-building-employee-experience-through-everyday-interactions) - [Scaling GraphRAG: Efficient Knowledge Retrieval for AI](https://www.wearedevelopers.com/videos/100025-scaling-graphrag-efficient-knowledge-retrieval-for-ai) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [May I interest you in ... 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