EYSenior Manager - Customer Service Transformation and AI
About this role
The Opportunity
Lead end-to-end CCaaS and Customer Service AI transformation programs that align with client vision and business objectives—enhancing contact center capabilities with cloud-native platforms (Amazon Connect, Genesys, NICE, Five9), conversational AI, CX insights, and operating model redesign. Serve as both growth driver and delivery anchor, working with C‑suite stakeholders, platform partners, and internal teams to deliver measurable impact.
Your Key Responsibilities
Strategy & Growth
- Advise C-suite stakeholders on customer service transformation strategies, including AI adoption, digital channels, and experience-led service design.
- Define target operating models, business cases, and transformation roadmaps aligned to enterprise priorities.
- Identify value levers across cost reduction, experience improvement, and automation.
- Lead pursuits: RFP responses, solution proposals, pricing, and executive stakeholder engagements.
- Build practice offerings in collaboration with CCaaS and AI platform partners to differentiate service capabilities.
End-to-End Delivery
- Drive full lifecycle delivery for global, multi-stream of customer service, CCaaS and AI transformation programs: discovery, design, build, testing, deployment, and hypercare.
- Implement Agile project management with on‑shore/off‑shore delivery teams and robust governance.
Technology & Innovation Enablement
- Guide clients on CCaaS platform selection, architecture, and implementation (Amazon Connect, Genesys, NICE, Five9).
- Drive adoption of conversational AI, automation, and advanced analytics to enhance service quality and efficiency.
- Bridge business and technology teams to ensure solutions are scalable and outcome-driven.
Stakeholder Engagement
- Build and maintain senior-level client relationships, acting as a strategic partner and trusted advisor.
- Communicate complex transformation initiatives clearly to executive audiences.
- Identify and cultivate follow-on opportunities within existing accounts.
Market & Technology Insight
- Monitor emerging CCaaS, conversational AI, and CX trends to inform strategy and innovation.
- Team Leadership
- Build, mentor, and lead cross-functional consulting teams and delivery teams.
Skills and attributes for success
- Agile delivery and on‑shore/off‑shore team coordination.
- Strong stakeholder management across client and vendor teams.
- Conversational AI experience (bots, IVA, NLP) and platform migration expertise.
- Data compliance knowledge (PCI/PII, GDPR) tied to CCaaS and compliance platforms.
- Win and deliver multiple CCaaS transformation programs, meeting scope, budget, and timeline goals.
- Demonstrate measurable improvements in customer service KPIs: AHT, FCR, CSAT/NPS.
- Expand practice pipeline through partner GTM initiatives and follow-on client engagements.
- Build a high‑performing team and enhance practice capabilities via PoVs, thought leadership, and accelerators.
Ideally, you’ll also
- Demonstrate expertise in customer contact center technologies through certifications from leading CCaaS providers, including AWS, Genesys, NICE, and Five9.
- Have experience designing or implementing integrations between contact center platforms and enterprise CRM solutions such as Salesforce Service Cloud and Microsoft Dynamics 365.
What we look for
- 8–12+ years in customer service and contact center transformation or consulting, with at least 5 years in CCaaS or cloud contact center delivery.
- Demonstrated track record of leading large-scale CCaaS transformations across discovery, migration, and managed operations.
- Experience in proposal writing, executive presentations, and business development within service operations or contact center technology.
- Hands-on knowledge of CCaaS platforms (Amazon Connect, Genesys Cloud CX, NICE CXone, Five9) and integrations with CRM systems.
What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.
Are you ready to shape your future with confidence? Apply today.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.
Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.
People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.
Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.
How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.
Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.
“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
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