Senior Manager - CX Design & 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. Firstsource’s 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: Sr,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.

·8+ 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.