BPO Transformation & Technical Leader

Role Overview:
We are looking for a senior technical leader to own end-to-end transformation across Contact Center, CCaaS/CCAI, Agent Assist, AI/Agentic AI, Data & Analytics, WFM/WEM, Automated Testing, and Outbound Engagement. The person will lead architecture, integration, deployment, production stabilization, and scaling while managing client, internal, and third-party vendor stakeholders.

Key Responsibilities:

• Own end-to-end solution architecture and multi-wave transformation roadmap.
• Lead architecture across voice/digital channels, CCaaS, CCAI, Agent Desktop, AI/GenAI, Data & Analytics, WFM/WEM, testing, and outbound platforms.
• Drive cloud-native integrations including APIs, event streaming, microservices, CTI, IAM/RBAC, containers, CI/CD, DevSecOps and Infrastructure-as-Code.
• Lead complex third-party/SaaS product implementations and vendor integrations.
• Own deployment, migration, testing, cutover, hypercare, production readiness and stabilization.
• Establish governance for Conversational AI, Agent Assist, LLM/Agentic AI, including evaluation, guardrails, monitoring and human-in-the-loop controls.
• Ensure security, privacy, regulatory compliance, resiliency, DR/BCP and high availability.
• Lead globally distributed architects, engineers, AI/data specialists, DevSecOps/SRE, testing and operations teams.

Mandatory Experience / Skills:

• 15+ years of technology, architecture and transformation delivery experience.
• 8+ years leading complex enterprise client programs/platforms.
• Strong Telecom and/or large-scale Contact Center transformation experience.
• Proven experience delivering at least 2 end-to-end enterprise implementations from design through production stabilization.
• Strong knowledge of CCaaS, CCAI, IVR, Dialogflow/Conversational AI, CTI, routing, Agent Desktop, WFM/WEM, QA, Analytics and Outbound Engagement.
• Cloud experience with Google Cloud Platform, Azure and/or AWS.
• Strong understanding of AI/ML, GenAI/LLMs, Agentic AI, Responsible AI and AI governance.
• Experience with APIs, event-driven architecture, microservices, IAM, security, observability, CI/CD and DevSecOps.
• Experience integrating multiple SaaS/third-party products and managing senior client/vendor stakeholders.

Key Platforms in Transformation Scope:
Google CCaaS/CCAI & Dialogflow CX, Cresta.ai, Google OneAgent, Quant.ai, IEX, Coval.ai, SmartReach, BigQuery and Control Tower/Analytics.

Preferred Certifications:
Google Cloud Professional Architect/ML, AWS/Azure Professional certifications, TOGAF, ITIL 4, PMP/PgMP/SAFe, CISSP/CCSP/CISM, or equivalent relevant experience.

Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications or related field; Master’s preferred