Head - BPO Technology - Product & Digital Transformation

Head BPO Technology, Product & Digital Transformation

Experience : 12+ Years

Industry : BPO / Contact Center / Customer Experience Technology

Vision of the Role :

We are looking for a technology leader who can transform our organization into a world-class technology-driven BPO over the next 12-24 months.

The individual will act as the bridge between Business, Operations, Clients, Product Teams, Technology Teams, AI Partners, CRM Vendors, Dialer Providers and Digital Transformation Initiatives.

The mandate is to build a future-ready BPO ecosystem powered by AI, Automation, Advanced CRM, Intelligent Dialers, Analytics and Customer Experience Technologies.

Key Mission :

Transform the company from a conventional BPO into a technology-led customer engagement platform capable of competing with global BPO and CX leaders.

Strategic Responsibilities :

1. Product Ownership & Technology Roadmap :

- Own the overall technology vision of the organization.

- Define and execute a 1-year, 3-year and 5-year technology roadmap.

- Identify technology gaps and transformation opportunities.

- Drive digital-first thinking across all business functions.

- Build technology capabilities that create competitive advantage.

2. Business Requirement & Product Development :

- Work closely with Operations, Collections, Customer Care and Business Teams.

- Gather business requirements and convert them into BRD, FRD, SRS and Product Requirement Documents.

- Translate operational challenges into technology solutions.

- Prioritize projects based on business impact and ROI.

- Act as Product Owner for all major technology initiatives.

3. CRM, Dialer & Customer Experience Platforms :

- Design and continuously enhance CRM ecosystems.

- Build intelligent workflows for collections and customer care.

- Lead dialer modernization and optimization initiatives.

- Create integrated customer journey platforms.

- Drive omnichannel engagement capabilities.

4. AI & Automation Leadership :

- Introduce AI-powered agent assist solutions.

- Implement Voice AI, Conversational AI and Predictive Analytics.

- Develop intelligent quality monitoring systems.

- Build automation frameworks reducing manual intervention.

- Evaluate emerging AI technologies and deploy relevant solutions.

5. Project & Delivery Governance :

- Lead multiple technology projects simultaneously.

- Coordinate with internal and external development teams.

- Define project milestones, deliverables and success metrics.

- Monitor timelines, budgets and implementation quality.

- Ensure successful deployment and adoption across operations.

6. Technology Vendor & Partner Management :

- Manage CRM vendors, Dialer vendors, AI partners and development agencies.

- Evaluate new technology products and platforms.

- Lead technology negotiations and strategic partnerships.

- Ensure vendor accountability and delivery excellence.

7. Data, Analytics & Business Intelligence :

- Build executive dashboards and real-time reporting systems.

- Drive data-based decision-making.

- Implement predictive and prescriptive analytics.

- Develop performance visibility across all business functions.

8. Client-Facing Technology Leadership :

- Present technology capabilities to enterprise clients.

- Participate in RFPs, solution design and client audits.

- Position the company as a technology-first BPO partner.

- Build confidence among clients regarding scalability, innovation and security.

9. Innovation & Future Readiness :

- Continuously evaluate global BPO technology trends.

- Benchmark against leading global CX companies.

- Identify opportunities to build proprietary technology assets.

- Drive innovation culture across the organization.

Ideal Candidate Profile :

- 12+ years of experience in BPO Technology, Contact Center Technology, CRM Platforms, Digital Transformation or Product Management.

- Strong understanding of Collections, Customer Care and Contact Center Operations.

- Experience with Dialers, CRM Platforms, APIs, Cloud Telephony, AI Solutions and Analytics Platforms.

- Proven experience in Requirement Gathering, Product Ownership and Technology Project Delivery.

- Strong exposure to Agile, Product Development Lifecycle and Technology Governance.

- Ability to interact confidently with CEOs, Clients, Technology Teams and Operations Leaders.

Preferred Technology Exposure :

- Dialers (Genesys, Five9, Vicidial, Ameyo, Exotel, Avaya)

- CRM Platforms

- AI Voice Agents

- Speech Analytics

- Workforce Management

- API Integrations

- AWS / Azure / Google Cloud

- Data Warehousing

- Power BI / Tableau

- Gen AI Platforms

- Automation & Workflow Engines

Success Measure After 12 Months :

- Complete technology transformation roadmap.

- Launch AI-driven operational capabilities.

- Build integrated CRM and Dialer ecosystem.

- Improve productivity through automation.

- Create enterprise-grade technology architecture.

- Establish the company as a technology-led BPO brand.

Qualification : B.E. / Btech

CTC offered : As per Std

Location : Andheri East Mumbai

- If interested revert with updated CV