𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟱𝟬𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟴𝟬𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟱𝟬-𝟴𝟬 𝗟𝗣𝗔)

Experience: 15+ yrs

Location: Bengaluru

Job Type: Full-time

We are looking for an experienced Senior AI Customer Experience Leader to drive the development and strategic growth of enterprise solutions powered by Artificial Intelligence, Agentic AI, Voice AI, Conversational AI, and intelligent automation.

The role is suited for a senior technology and business leader with deep experience in enterprise software, AI-led transformation, customer experience platforms, and large-scale technology solutions. You will help shape technology strategy, build scalable AI capabilities, and work with enterprise stakeholders to deliver solutions that transform customer interactions and business processes.

Requirements

Key Responsibilities

• Define and execute technology and product strategies for AI-powered customer experience solutions.
• Lead initiatives involving AI Agents, Agentic AI, Generative AI, Voice AI, and Conversational AI.
• Drive the development of scalable platforms for intelligent customer interactions and enterprise automation.
• Provide technical leadership across AI/ML, software engineering, integrations, APIs, cloud, and platform architecture.
• Partner with Product and Engineering leadership to define technology roadmaps, priorities, and execution plans.
• Work with enterprise customers and senior stakeholders to understand complex business and technology requirements.
• Translate customer and business challenges into scalable AI-driven solutions and product capabilities.
• Guide the architecture and integration of AI solutions with CRM, enterprise applications, communication channels, and business workflows.
• Drive omnichannel customer experience initiatives across voice, chat, messaging, and digital engagement channels.
• Establish engineering and technology practices that support scalability, reliability, security, performance, and observability.
• Evaluate emerging AI models, agent frameworks, automation technologies, and platform capabilities for potential adoption.
• Drive experimentation and innovation while establishing appropriate processes for taking successful solutions into production.
• Collaborate with Sales and Customer Success teams on enterprise solutioning, technical discussions, and strategic customer engagements.
• Build and mentor high-performing technology and product teams and establish a culture of ownership, innovation, and continuous improvement.
• Define appropriate technical governance, architecture standards, development practices, and quality processes.
• Identify opportunities to improve operational efficiency through intelligent automation and AI.
• Monitor technology trends and competitive developments across AI, CX, conversational technology, and enterprise automation.
• Communicate technology strategy, progress, risks, and opportunities to senior leadership and key stakeholders.

What Makes You a Great Fit

• 15+ years of experience in technology, software engineering, product engineering, enterprise solutions, digital transformation, or related leadership roles.
• Strong experience leading technology, engineering, product, or AI initiatives at an enterprise scale.
• Deep understanding of Generative AI, AI Agents, Agentic AI, LLMs, Conversational AI, or Voice AI.
• Experience building or scaling enterprise SaaS, customer experience, automation, CRM, contact-centre, or intelligent workflow platforms.
• Strong understanding of modern software architecture, APIs, integrations, cloud platforms, distributed systems, and scalable technology platforms.
• Proven ability to translate complex business requirements into practical and scalable technology solutions.
• Strong experience working with enterprise customers, CXOs, technology leaders, and senior business stakeholders.
• Strong product mindset with the ability to connect technology capabilities with customer and business outcomes.
• Experience driving technology roadmaps, architecture decisions, large-scale programs, and digital transformation initiatives.
• Strong understanding of AI product development, model evaluation, AI application architecture, and responsible deployment practices.
• Experience leading and mentoring large, multidisciplinary engineering or technology teams.
• Strong commercial awareness and ability to collaborate effectively with Sales, Product, Engineering, and Customer Success functions.
• Excellent stakeholder management, communication, presentation, and negotiation skills.
• Strong analytical and problem-solving capabilities with the ability to navigate complex and ambiguous situations.
• Demonstrated ability to balance innovation, speed, scalability, security, reliability, and enterprise requirements.
• Strong interest in emerging AI technologies, automation, customer experience, and enterprise digital transformation.