Director

Description :

Location : Hyderabad/Bangalore

Work Mode : Hybrid

Notice Period : 030 days

Education : MBA or B.Tech

Role Overview :

We are looking for a seasoned leader to drive Salesforce-led Customer Experience (CX) transformation programs across BPO and contact center environments. This role will own end-to-end CRM modernization, AI-driven service automation, and large-scale transformation delivery, ensuring measurable improvements in customer experience, productivity, and cost efficiency.

The ideal candidate will bring deep expertise in Salesforce platforms, exposure to Agentic AI ( Agentforce ), and strong program governance capabilities, combined with a solid understanding of contact center operations.

Key Responsibilities :

- Lead and program manage large-scale Salesforce implementations across Service Cloud, Sales Cloud, Experience Cloud, and Data Cloud

- Drive Agentforce and AI-enabled CX use cases, including agent assist, intelligent routing, case automation, and autonomous service workflows

- Translate CX and contact center operational challenges into scalable transformation roadmaps

- Own end-to-end program delivery including governance, stakeholder management, risk mitigation, and value realization

- Collaborate with cross-functional teams including operations, analytics, AI, and CCaaS platforms

- Design and deliver integrated CX solutions across CRM and contact center ecosystems

- Build reusable accelerators, frameworks, and best practices for scalable CX transformation

- Support pre-sales, solutioning, and executive-level client engagements

Requirements :

- 10 to14+ years of experience in CRM, CX platforms, and digital transformation

- 7+ years of hands-on experience leading Salesforce implementations (Service Cloud mandatory)

- Strong exposure to Salesforce AI / Agentforce and automation use cases

- Proven experience in BPO or large-scale contact center environments

- Demonstrated ability to lead complex, multi-stakeholder transformation programs

- Experience integrating Salesforce with CCaaS platforms such as Genesys, NICE, Amazon Connect, Five9

- Strong focus on business outcomes such as AHT reduction, CSAT improvement, containment,

productivity gains, and cost optimization

- Excellent stakeholder management and communication skills

Preferred Qualifications :

- Salesforce certifications (Consultant / Architect / AI Specialist)

- Experience working in CX transformation consulting or service organizations

- Exposure to GenAI, agentic workflows, and analytics-driven CX optimization

Why Join Us ?

This role is central to building a next-generation CX transformation practice, combining Salesforce platforms, Agentic AI, analytics, and operational excellence. You will play a key role in delivering scalable, measurable CX outcomes for enterprise clients while shaping the future of AI-driven customer experience.