Head - Infrastructure - BPO Sector - IT

Job Description - Head Infrastructure

Location: Kolkata

Industry: Domestic BPO

Position Overview

We are seeking a dynamic and experienced Head of Infrastructure to lead and manage the overall IT and facilities infrastructure for our Domestic BPO operations in Kolkata. The role will be responsible for ensuring seamless functioning of Data Centers, Telephony Systems, AI Integrations, and overall IT infrastructure, aligning them with business goals and operational efficiency.

Key Responsibilities:

- Data Center Management

- Oversee the design, operation, and maintenance of on-premise and cloud-based data centers.

- Ensure high availability, security, and scalability of IT infrastructure.

- Manage disaster recovery and business continuity planning.

- Telephony Systems

- Manage call center telephony infrastructure (Avaya / Cisco / Genesys / similar platforms).

- Ensure integration of VoIP, IVR, and other telecommunication tools to support domestic call traffic.

- Optimize telephony systems for cost efficiency and service quality.

- AI Integration

- Collaborate with business and operations teams to implement AI-driven solutions (chatbots, speech analytics, workforce automation, etc.).

- Drive adoption of AI technologies to enhance efficiency and customer experience.

- Ensure seamless integration of AI tools with existing infrastructure.

- Leadership & Strategy

- Lead the IT infrastructure team, ensuring performance, skill development, and motivation.

- Define infrastructure strategy aligned with business expansion and scalability needs.

- Manage vendor relationships for hardware, telecom, AI platforms, and managed services.

- Compliance & Security

- Ensure data security, regulatory compliance (DoT/ TRAI / IT Act), and internal IT governance.

- Implement best practices for cybersecurity and infrastructure resilience.

Role Requirements

- Bachelor's / Master's in Information Technology, Computer Science, or related field.

- 12 to 20 years of experience in IT Infrastructure, with at least 5 years in a leadership role in BPO/ITES industry.

- Proven expertise in managing data centers and call center telephony infrastructure.

- Exposure to AI/ML-driven solutions in enterprise operations.

- Strong leadership, vendor management, and project management skills.

- Excellent problem-solving and decision-making abilities.

Key Attributes

- Strategic thinker with hands-on execution capability.

- Strong stakeholder management and communication skills.

- Ability to work in a fast-paced, 24x7 operations environment.

- Proactive in adopting emerging technologies.