Manager -CX Implementation

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job Title: Manager-CX Implementation

Job Overview

This role plays a pivotal role in designing, implementing, and operationalizing next-generation Customer Experience (CX) solutions across CCaaS and allied digital platforms. This role acts as a strategic bridge between business operations, client requirements, and CX technology, enabling scalable, efficient, and outcome-driven CX transformations.

The incumbent will work closely with clients, internal stakeholders, and delivery teams to translate CX vision into measurable business outcomes, leveraging Amazon Connect, AWS-native services, CCaaS Platform, and emerging CX technologies.

Key Roles & Responsibilities

Serve as a CX subject matter expert with strong grounding in customer journey design and CX best practices.

Lead requirements discovery and solution design by aligning business objectives, operational realities, and CX technology capabilities.

Design and implement omni-channel CX solutions (Voice, Chat, Email, Messaging, Digital) using Amazon Connect, AWS services, and other CCaaS platforms.

Apply emerging CX philosophies and technologies such as AI/ML, RPA, Conversational IVR, Chatbots, and Intelligent Automation to enhance customer engagement and efficiency.

Execute client-facing CX transformation initiatives, including deployment of Firstsource CX solutions and platforms.

Act as the primary technical and CX liaison between Firstsource and client stakeholders, ensuring clarity, alignment, and delivery excellence.

Lead client governance through regular project reviews, expectation management, and proactive risk mitigation.

Collaborate with internal leadership, account managers, and delivery teams to provide visibility into project progress and outcomes.

Drive creation, review, and approval of business, functional, and technical documentation ensuring implementation readiness and quality standards.

Review and sign off on CX solution deliverables prior to client handover.

Support business development initiatives by contributing to proposals, CX solution approaches, effort estimations, and implementation roadmaps.

Key Capabilities & Experience

Proven experience in designing and implementing CCaaS and CX solutions, including Telephony, Conversational IVR, Chatbots, and Digital Engagement platforms.

Strong understanding of contact center operations, evolving CX models, and omni-channel / multi-channel customer interactions.

Hands-on experience delivering end-to-end omni-channel CX implementations.

Exposure to multiple industry verticals such as Retail, Utilities, Insurance, Healthcare, BFSI, and CMT.

In-depth knowledge of telephony systems, CRM platforms, Quality Assurance (QA), and Workforce Management (WFM) solutions.

Strong consulting mindset with the ability to assess client needs and recommend best-fit CX solutions.

Experience in operationalizing CX technology solutions within live business environments.

7+ years of experience across technology implementation, solution maintenance, development, or architecture roles.

Graduate degree in a technical discipline (BCA, BE, BTech, BS, or equivalent).

Prior experience in the contact center operations or CX services industry is highly desirable.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Contact Person: Padmapriya Shekar

Email id:padmapriya.shekar1@firstsource.com