Director/Vice President - Technology Domain - BPO (15-20 yrs)

GM / Head Technology - CXM / RPA / Program Management - MNC BPO

Position Overview:

Expertise in project management methodologies (Waterfall, Agile), technology, and operational excellence. They will excel in building high-performing technical teams, delivering innovative solutions, and driving business growth through technology. They will interact with the client to understand the technical need and provide solutions around the requirement.

Responsibilities:

- Establish and scale technology capabilities, including CXM, RPA, open-source technologies, and CMS platforms.

- Set strategic direction for product and service development to align with business goals.

- Drive transformation and operational efficiency by implementing ITIL best practices and Six Sigma principles.

- Lead the development of technology roadmaps, ensuring cost optimization and future readiness.

- Manage large-scale technology projects, including transitions, software development, and system administration.

- Develop and execute project plans, monitor progress, and report to stakeholders.

- Handle end-to-end delivery across technologies like LAMP, .NET, SharePoint, UiPath, and Java.

- Architect and deliver solutions using RPA tools, open-source platforms, CMS technologies, and modern web frameworks.

- Oversee system integrations, automation, and development of innovative solutions.

- Engage with clients and internal stakeholders across regions (US, UK, AU, India) to align delivery with expectations.

- Collaborate with vendors like Google, AWS, and Microsoft for cost-effective IT solutions.

Required Skills and Competencies:

- Currently working with MNC BPO as GM / Head with 15+ years' experience with expertise in project management frameworks (PMP, Scrum, Agile).

- Strong experience in RPA, LAMP stack, CMS platforms (AEM, Sitecore, Drupal), and system administration.

- Proven ability to manage diverse teams, deliver defect-free projects, and scale operations rapidly.

- Knowledge of ITIL, Six Sigma, and change management best practices.

Qualifications and Certifications preferred:

- BE/BTech/MCA in Computer Science - PMP certified.

- Certified Scrum Master (Scrum Alliance), ITIL v3 Foundation.

Preferred Experience:

- Successfully built and scaled CXM teams, contributing to multimillion-dollar revenues.

- Delivered and lead multiple projects.