[Hiring] CX Transformation, Program Delivery Lead @EXL

Role Description

We are seeking a highly experienced Professional Services Delivery Lead to oversee the delivery of a large-scale Customer Experience (CX) Transformation Program for one of our strategic enterprise clients. This role is accountable for leading end-to-end delivery, ensuring customer value realization, and managing full P&L and gross margin performance for the engagement.

The ideal candidate brings 15+ years of delivery leadership experience with deep hands-on expertise across:

• Conversation AI (including Sierra)
• CCaaS technologies (Genesys Cloud, NICE CXone, Amazon Connect, Five9, Cisco Webex CC)
• Salesforce CRM integration

This role requires exceptional program management capabilities, executive engagement skills, and the ability to navigate complex multi-party delivery environments.

Responsibilities

• Customer-Facing Delivery Leadership
  • Serve as the primary delivery leader and strategic partner to the client’s CX, digital, and technology leadership teams.
  • Build strong, trusted advisor relationships at executive and operational levels.
  • Lead business and technical discussions with the customer to shape roadmap, solution direction, and delivery approach.
  • Align partner, customer, and ecosystem vendors to drive a unified delivery model.
• Program Management & Governance
  • Lead execution of a multi-workstream, multi-vendor CX transformation program.
  • Own program governance including steering committee leadership, RAID management, milestones, resource planning, and commercial oversight.
  • Ensure structured PMO disciplines such as dependency mapping, financial tracking, change control, and compliance with delivery standards.
• Financial Ownership & Commercial Management
  • Own full program P&L, including revenue forecasting, cost management, and gross margin optimization.
  • Partner with sales, finance, and practice leaders to ensure commercial health across the engagement lifecycle.
  • Lead contract change management, SoW governance, and margin protection strategies.
• Solution Delivery & Technical Oversight
  • Oversee the architecture, build, and deployment of advanced CX solutions leveraging:
    • Conversation AI: Sierra, Dialogflow, LivePerson, Cognigy, Nuance, Amazon Lex, etc.
    • CCaaS: Genesys Cloud, NICE CXone, Amazon Connect, Five9, Webex Contact Center.
  • Ensure high-quality integration design across AI, CCaaS, middleware, and Salesforce Service Cloud (CTI, APIs, data flows).
  • Drive technical assurance, best-practice architecture, and production-ready deployments.
• Team Leadership & Partner Collaboration
  • Lead multidisciplinary Professional Services teams across architecture, engineering, QA, PMO, and operations.
  • Foster strong collaboration between internal practices, subcontractors, and customer teams.
  • Mentor delivery teams and uphold a culture of accountability, innovation, and delivery excellence.
• Operational Excellence & Value Realization
  • Ensure solution scalability, robustness, and adoption within the customer’s environment.
  • Track KPIs, SLAs, financials, and operational performance across all delivery streams.
  • Drive continuous improvement, risk mitigation, and customer success outcomes.

Qualifications

• 15+ years in Professional Services or delivery leadership within CX, SaaS, consulting, or cloud partner ecosystems.
• Strong hands-on experience with:
  • Conversation AI platforms including Sierra, Dialogflow, Nuance, Cognigy, LivePerson, or equivalent.
  • CCaaS solutions such as Genesys Cloud, NICE CXone, Amazon Connect, Five9, Cisco Webex CC.
  • Practical exposure to Salesforce CRM integrations (Service Cloud, CTI adapters, APIs).
• Proven experience managing P&L, gross margin, commercial governance, and contractual constructs.
• Demonstrated success delivering large transformation programs in a partner/SI/vendor environment.

Skills

• Exceptional program management and stakeholder engagement capabilities.
• Strong understanding of contact center operations, workflows, routing logic, and customer journey design.
• Technical depth across cloud architectures, AI workflows, and integration patterns.
• Excellent communication, negotiation, and executive presentation skills.

Preferred Qualifications

• Certifications in any major CCaaS or AI platforms (Genesys/NICE/Amazon Connect/Dialogflow/Cognigy).
• Salesforce certifications (Admin, Service Cloud Consultant).
• Experience working within top-tier partner ecosystems (SI, BPO, cloud vendor, CX consultancy).
• Background in agile and hybrid delivery methodologies.

Compensation

The typical base pay range for this role across the U.S. is USD $200,000 - $250,000 per year. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position.

The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.