Prin intermediul asociaților noștri dedicați, Conduent furnizează servicii și soluții esențiale pentru desfășurarea activității în numele companiilor din Fortune 100 și a peste 500 de guverne - creând rezultate excepționale pentru clienții noștri și pentru milioanele de oameni care se bazează pe ei. Aveți oportunitatea de a vă dezvolta personal, de a face o diferență și de a face parte dintr-o cultură în care individualitatea este remarcată și apreciată în fiecare zi. **About Conduent CXM Transformation** Conduent’s CXM Transformation team partners with global brands to modernize their customer‑experience operations using cloud contact‑center platforms, AI‑driven automation, and data‑led process redesign. We deliver measurable outcomes—higher customer satisfaction, lower cost‑to‑serve, and faster innovation—while enabling frontline teams to create effortless experiences. **About the Role** The **Senior Transformation Analyst** thrives in ambiguity and turns unstructured problems into clear action plans. You will lead discovery, craft transformation roadmaps, and shepherd clients through the **assessment, implementation, and optimization of CX SaaS and AI solutions** —from CCaaS platforms to generative‑AI agent assist.  **Key Responsibilities** 1. **Client Assessment & Transformation Roadmap Leadership** 2. Conduct deep‑dive current‑state assessments, capturing processes, data flows, and tech stacks. 3. Elicit client goals, pain points, and success measures through interviews, workshops, and data analysis. 4. Quantify value pools and create phased roadmaps that align technology, people, and process initiatives. 5. **Cross‑Functional Collaboration** 6. Coordinate seamlessly with Operations, Analytics, IT, Training, QA, and Change‑Management teams to ensure integrated delivery. 7. Translate domain‑specific concerns into a shared execution plan that keeps all stakeholders aligned and accountable. 8. **SaaS & AI Implementation Leadership** 9. Translate business requirements into technical configurations and workflow designs for platforms such as NICE CXone, Genesys Cloud, Twilio Flex, SuccessKPI, and related AI modules. 10. Manage end‑to‑end implementation plans (requirements, configuration, testing, go‑live, hyper‑care) and oversee integrations & data migrations. 11. **Data‑Driven Insight Generation** 12. Analyze operational and customer metrics (AHT, CSAT, NPS, FCR, occupancy) to size opportunities and track post‑implementation value realization. 13. Develop concise, executive‑ready storylines that connect insights to tangible business outcomes. 14. **Project & Stakeholder Management** 15. Serve as day‑to‑day point of contact for client sponsors and steering committees. 16. Proactively surface risks, manage issues and dependencies, and maintain delivery momentum. 17. **Change Enablement** 18. Partner with dedicated Training and Communications teams to shape content and rollout plans—ensuring timely adoption without directly authoring materials. 19. Define success metrics and monitor adoption to confirm ROI. **Skills & Qualifications** **Essential** + **Critical thinking & structured problem‑solving** —demonstrated ability to bring order to ambiguity and create action from complexity. + **Call‑center operations expertise** —minimum 3–5 years hands‑on experience within contact‑center environments (e.g., operations leadership, workforce management, performance analytics) with deep knowledge of core KPIs and day‑to‑day processes. + Executive storytelling & communication—expert at distilling technical findings into crisp narratives that drive decisions at C‑suite level. + 3–5 years guiding **digital CX or SaaS technology transformations** for contact centers or other customer‑facing operations. + Hands‑on experience translating business needs into technical configurations and workflow designs. + Commercial & financial acumen—proven skill in sizing value pools, building ROI models, and contributing to SOW/pricing for transformation engagements. + Strong quantitative analysis: advanced Excel/Google Sheets; working knowledge of SQL or BI tools (Power BI preferred). + Consulting or client‑facing project experience within customer‑experience, contact‑center, or digital‑service environments. **Preferred** + Lean Six Sigma Green Belt (or higher) or equivalent continuous‑improvement credential. + Formal project‑management or change‑management credential (PMP, Scrum, Prosci/ADKAR). + Familiarity with AI/ML concepts (LLMs, intent detection, speech analytics) and their practical CX applications. + Experience working in agile or hybrid delivery models. **What Success Looks Like** + Clients achieve measurable uplifts—e.g., >10‑point CSAT increase, 15 % AHT reduction, or >90 % tool adoption—within six months of go‑live. + Executive stakeholders view you as a trusted advisor who anticipates risks and presents clear trade‑offs. + Internal teams credit you for driving momentum, removing blockers, and elevating deliverable quality. **Why Join Us** + **Impact** – Lead high‑visibility programs that redefine how global brands serve millions of customers. + **Innovation** – Work hands‑on with cutting‑edge CX technologies—including generative AI, large‑language‑model agent assist, and autonomous quality monitoring—and shape how they deliver value in live production. + **Growth** – Access world‑class training, mentorship, and a transparent path to roles such as Transformation Consultant or Engagement Lead. + **Flexibility** – Remote‑first culture with periodic client travel (~25%) and modern collaboration tools. + **Culture** – Join a diverse, collaborative team that values initiative, candor, and continuous learning. Conduent is an Equal Opportunity Employer and welcomes candidates from all backgrounds who can help us create transformative outcomes for our clients and their customers. Conduent este un angajator care oferă șanse egale și ia în considerare candidații pentru toate posturile fără a ține cont de rasă, culoare, credință, religie, strămoși, origine națională, vârstă, identitate de gen, expresie de gen, sex/gender, stare civilă, orientare sexuală, dizabilitate fizică sau mentală, afecțiune medicală, utilizarea unui câine ghid sau a unui animal de serviciu, statutul de militar/veteran, statutul de cetățean, baza informațiilor genetice sau orice alt grup protejat de lege. 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Conform protocoalelor noastre actuale, nu solicităm vaccinarea împotriva COVID pentru majoritatea locurilor noastre de muncă din SUA, dar este posibil să vă cerem să furnizați statutul de vaccinare împotriva COVID, acolo unde este permis din punct de vedere legal_ .