Your Role
• Drive the design and delivery of end‑to‑end omni‑channel and AI‑powered customer experience solutions.
• Lead the innovation roadmap, integrating intelligent automation, analytics, and emerging technologies to elevate customer engagement.
• Architect seamless customer journeys across voice, chat, email, mobile, and social channels for consistent, personalized experiences.
• Oversee solution development from concept to deployment, embedding agile and DevOps practices for faster, scalable delivery.
• Champion AI and automation adoption through predictive analytics, conversational AI, and workflow optimization initiatives.
• Collaborate with cross‑functional teams and partners to co‑create innovative, business‑driven technology solutions.
• Lead, mentor, and grow a high‑performing team of solution architects and analysts, fostering creativity and continuous improvement.
To Succeed in this Role
• Bachelor’s in Computer Science, Engineering, or related field; Master’s preferred.
• 10+ years in solution design, contact centre technology, or digital transformation, including 5+ years in a leadership or architecture role.
• Proven success in BPO/CXM environments delivering omni‑channel and AI‑driven solutions.
• Hands‑on expertise with leading contact centre platforms like Genesys, Avaya, NICE, Amazon Connect, or Twilio Flex.
• Strong grasp of omni‑channel journey design, CRM integration, and intelligent automation.
• Experienced in AI‑powered customer engagement (chatbots, analytics, predictive routing).
• Proficient in cloud solutions, APIs, and Agile/DevOps delivery.
• Visionary leader who inspires innovation and collaboration.
• Confident communicator who connects across business and technology teams.
• Passionate about transforming customer experiences through smart, scalable solutions.
