Contact Center Transformation Lead

About the role

Infosys Consulting is seeking an Offering Lead for Contact Center & AI in the APAC region. You will own the end‑to‑end offering, shape the go‑to‑market strategy and drive transformation programs that integrate AI‑enabled contact centre solutions.

Key responsibilities

• Own the entire offering area, develop and execute the go‑to‑market plan and people plan across the lifecycle.
• Design and launch new sub‑offerings based on market demand, represent Infosys Consulting at events, and drive revenue, utilisation and knowledge‑management targets.
• Collaborate with technology partners and cross‑functional teams to build solution designs, project plans and omni‑channel integrations.

Required profile

• 10+ years senior experience in contact centre transformation, with a strong mix of business process (≈60%) and technology (≈40%).
• Proven exposure to CRM implementations (Salesforce or Microsoft) and service‑management solutions in contact centres.
• Experience with Genesys, Avaya or AWS Connect and conversational AI (chatbot) implementations.
• Consulting background preferred, but strong industry experience with consultative aptitude is acceptable.

Required skills

• Salesforce or Microsoft CRM
• Genesys, Avaya, AWS Connect
• Azure, AWS, Google Cloud
• AI and chatbot integration for contact centres
• Omni‑channel integration design

What we offer

• Opportunities to deliver best‑practice solutions within a globally growing consulting organisation.
• Access to a diverse, collaborative culture with training and development programmes.