Associate Director - Digital Transformation & Contact Center - Gen AI/LLM

Role Overview: As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who are responsible for building and executing transformation roadmaps for clients in the customer service domain. Essential Job Elements: - Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization. - Provide communication to key stakeholders, including but not limited to executive management, business owners, and business process leads. - Work closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines. - Identify new technologies that are relevant to the service line and have the potential to be scaled. - Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement, and metric enhancement. Profile & Experience: - Bachelor's degree in computer science, engineering or relevant field and 10+ years of change management or transformation experience. - 5+ years of Program Management experience in a matrix environment. - Exposure to driving complex improvement and transformation projects across multiple accounts/domains. - Transformation/Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean/Six Sigma). - Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc). - Experience collaborating cross functionally within all organizational levels to build collaborative relationships. - Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. - Analytical acumen and the ability to streamline complex processes. - Flexibility to work in shifts.