What are the responsibilities and job description for the CX – CCaaS Engagement Lead position at EXL?
About EXL:
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.
About the Job/Responsibilities:
· Responsible for driving CX revenue and client account engagement growth
· Develop and manage CX client relationships
· Onshore point of contact for client escalations
· Collaborate with offshore and internal technical teams, managing to project delivery
Basic Qualifications:
- 8 years of hands-on experience in leading and selling CX solutions on an enterprise level or large-scale deployments, expertise in CCaaS solutions like NICE, Genesys, AWS
- 7 years’ experience in account management, stakeholder management, account planning
- 5 years’ experience in CX Solution Architect role
- Understanding of Voice Telephony (Avaya, Cisco, Genesys, AWS Connect) & Data Networks (Basics of MPLS, Internet, VLAN etc.) and Communication process is an Add-on
- Understanding of GenAI, LLMs, Systems Integration & deployment models
- Experience working with cross functional teams
- Must be able flexible to work across time zone, based client requirements
- Bachelor's degree in computer science, Linguistics, or related technical field
Preferred Qualifications:
- Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage
- Effective leadership and influencing skills in the application of CX and GenAI
The typical base pay range for this role across the U.S. is USD $120,000 - $160,000 per year.
For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits
Salary : $120,000 - $160,000