Digital Transformation Manager

3 weeks ago

Mumbai, India Teleperformance Full time

Please send across your resume to "Radhika.gupta1@teleperformance.com".


Work Location: Mumbai


Yrs of Exp: 10+yrs


Key Responsibilities

1. Solution Design and Architecture

  • Develop comprehensive technical solutions incorporating RPA technologies like Power Automate, UiPath, Automation Anywhere, BluePrism etc; BPM like Salesforce, ServiceNow, Camunda etc; AI led technologies like OCR & ICR, Generative AI, Conversational AI; Cloud and Telephony technologies like Genesys, Amazon Connect, Twilio etc
  • Create detailed solution architecture, focusing scalability, performance, and security
  • Ensure alignment of technical solutions with business objectives and IT strategies

2. Technology Enhancement and self learning

Serve as the subject matter expert for RPA, BPM, AI, Cloud and Telephony technologies

Stay current with emerging trends and innovation in relevant technologies

Provide guidance and mentorship to development teams on best practices

3. Stakeholder Management

Collaborate with business stakeholders to understand requirements and translate them into technical solutions

Present complex technical concepts to both technical and non-technical audiences

Work closely with project managers, developers, and quality assurance teams throughout the project lifecycle

4. Process Optimization

  • Analyze existing business processes to identify automation opportunities
  • Design efficient workflows that leverage RPA, AI, and BPM technologies
  • Optimize call center operations through innovative Cloud and Telephony solutions

5. Integration and Implementation

Oversee the integration of RPA, AI, BPM, and Cloud Telephony solutions with existing systems

Develop proof-of-concepts and prototypes to validate solution designs

Ensure smooth implementation and deployment of solutions across the organization

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field

10+ years of experience in IT solution architecture, with at least 5 years focused on RPA, BPM, and/or Cloud Telephony

Proven experience in designing and implementing large-scale RPA solutions (e.g., UiPath, Blue Prism, Automation Anywhere)

Strong knowledge of BPM principles and experience with BPM tools (e.g., Pega, Appian, IBM BPM)

Extensive experience with Cloud Telephony platforms and Contact Center as a Service (CCaaS) solutions

Excellent understanding of cloud technologies (AWS, Azure, or Google Cloud Platform)

Strong analytical and problem-solving skills

Exceptional communication and presentation skills

Experience in Agile/Scrum methodologies

Key Competencies

Strategic thinking and ability to see the big picture

Strong leadership and team collaboration skills

Adaptability and willingness to learn new technologies

Attention to detail and commitment to quality

Customer-focused mindset

Ability to work under pressure and meet deadlines

This challenging role offers the opportunity to work at the forefront of technology, driving digital transformation and process excellence across the organization.

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