CX – CCaaS - Engagement Lead jobs in United States
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EXL · 22 hours ago

CX – CCaaS - Engagement Lead

positionNYC Metro Area
timeFull-time
remoteHybrid
senioritySenior Level, Lead/Staff
money$155K/yr - $175K/yr
date8+ years exp

EXL is a global leader in data and AI, helping enterprises transform and redefine possibilities. The CX – CCaaS - Engagement Lead is responsible for driving CX revenue and client account engagement growth, developing client relationships, and managing project delivery with internal technical teams.

AnalyticsBankingOutsourcing
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H1B Sponsor Likelynote

Responsibilities

Responsible for driving CX revenue and client account engagement growth
Develop and manage CX client relationships
Onshore point of contact for client escalations
Collaborate with offshore and internal technical teams, managing to project delivery

Qualification

CCaaS solutionsAccount managementCX Solution ArchitectVoice TelephonyGenAI understandingCloud certificationLeadership skillsCross functional teamwork

Required

8+ years of hands-on experience in leading and selling CX solutions on an enterprise level or large-scale deployments, expertise in CCaaS solutions like NICE, Genesys, AWS
7+ years' experience in account management, stakeholder management, account planning
5+ years' experience in CX Solution Architect role
Understanding of Voice Telephony (Avaya, Cisco, Genesys, AWS Connect) & Data Networks (Basics of MPLS, Internet, VLAN etc.) and Communication process is an Add-on
Understanding of GenAI, LLMs, Systems Integration & deployment models
Experience working with cross functional teams
Must be able flexible to work across time zone, based client requirements
Bachelor's degree in computer science, Linguistics, or related technical field

Preferred

Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage
Effective leadership and influencing skills in the application of CX and GenAI

Company

EXL

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EXL is a provider of Transformation and Outsourcing services to Global 1000 companies in multiple industries
dateFounded in 1999
location
New York, New York, USA
people-size10001+ employees
web-link
http://www.exlservice.com

H1B Sponsorship

EXL has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2020 (1)

Funding

Current Stage
Public Company
Total Funding
$150M
Key Investors
The Orogen GroupFTV Capital
2018-10-02Post Ipo Debt· $150M
2006-10-20IPO
2004-12-01Series Unknown

Leadership Team

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Rohit Kapoor
Chairman & Chief Executive Officer
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Brad Burdick
SVP, Insurance Domain Platforms
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Recent News

GlobeNewswire
EXL named a Leader in five quadrants in ISG Provider Lens™ Insurance Services Global Report
2026-01-13
MarketScreener
EXL promotes seasoned insurance executive Raghav Jaggi
2025-12-24
SalesTech Star
EXL Promotes Seasoned Insurance Executive Raghav Jaggi
2025-12-24
Company data provided by crunchbase