Firstsource
Website:
firstsource.com
Job details:
Director – Salesforce & Agentic CX Transformation
(BPO & Contact Center Platforms)
Location: Hyderabad/Bangalore
Role Overview
We are seeking a Director to lead Salesforce and Agentforce-driven CX transformation programs across BPO and contact center environments. This role will own end-to-end CRM modernization, AI-enabled service automation, and large-scale program delivery, ensuring measurable improvements in customer experience, productivity, and cost-to-serve.
This role will combine deep Salesforce platform expertise, exposure to Agentforce and AI-driven workflows, and strong program governance, with a strong understanding of contact center operations.
Key Responsibilities:
- Lead/Program manage Salesforce implementations across Service Cloud, Sales Cloud, Experience Cloud, and Data Cloud for CX-intensive environments
- Drive Agentforce and AI-enabled use cases including agent assist, case automation, intelligent routing, and autonomous service workflows
- Translate CX operational challenges into platform and automation-led transformation roadmaps
- Own large transformation programs including delivery governance, stakeholder management, risk control, and value realization
- Partner with operations, analytics, AI, and CCaaS teams to deliver integrated CX solutions
- Build reusable assets, accelerators, and best practices for scalable CX platform delivery
- Support pre-sales, solutioning, and executive client conversations
Experience & Skills
- 14+ years in CRM, CX platforms, and digital transformation
- 7+ years leading Salesforce implementations (Service Cloud mandatory)
- Hands-on exposure to Salesforce AI/Agentforce and automation use cases
- Strong experience in BPO or large contact center environments
- Proven leadership of complex, multi-stakeholder transformation programs
- Experience integrating Salesforce with CCaaS platforms (Genesys, NICE, Amazon Connect, Five9, etc.)
- Strong business outcome focus (AHT, CSAT, containment, productivity, cost savings)
Preferred
- Salesforce certifications (Consultant, Architect, AI Specialist)
- Experience in CX transformation practices or service providers
- Exposure to GenAI, agentic workflows, and analytics-driven CX optimization
Why This Role Matters
This role will be central to building a next-generation CX transformation engine as we grow our CX practice blending Salesforce platforms, Agentic AI, analytics, and operational excellence to deliver scalable, measurable CX outcomes for enterprise clients.
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
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