Sr. AVP
13 hours ago
We have urgent job opening for our client for Noida/Pune Location
Sr. AVP - Contact Center & Cloud Technology
Please find a new job description.
Exp Years
NP- 90 Days
Location: Noida
Hybrid (Tuesday & Thursday)
Responsibilities
This position will act as the service owner for mission-critical, enterprise-grade voice and contact center services leading end-to-end lifecycle delivery across design, deployment, vendor governance, compliance, and operational excellence. The Senior AVP will also directly contribute to client presales, RFP/RFI responses, and development of unique, scalable solutions tailored for the evolving CX landscape.
Key Responsibilities
- Lead architecture, engineering, and operations of cloud-based contact center platforms, including Amazon Connect and Genesys.
- Own service delivery across Omnichannel (Voice, Chat, Email) platforms and integrations.
- Oversee implementation of cloud-native recording and WFO solutions (Verint, Calabrio).
- Manage vendor relationships, contracts, licensing, and platform SLAs.
- Ensure platform compliance with PCI DSS, HIPAA, and enterprise security standards.
- Define and enforce high availability, DR, and SIP peering strategies.
- Drive desktop, SSO, and endpoint readiness across enterprise rollouts.
- Partner with clients and delivery teams on training, UAT, and hypercare phases.
Leadership & Strategic Impact
- Drive capability development across voice and digital CX technologies.
- Mentor cross-functional teams in a cloud-first, agile environment.
- Interface with business units and global clients to define migration strategies, readiness plans, and transformation roadmaps.
- Deliver IP, documentation, and reusable assets to streamline future deployments.
Ideal Profile
- 12+ years in contact center technology and cloud voice platforms
- Proven experience in large-scale, multi-client platform ownership
- Expertise in engineering, presales, and operations
- Strong understanding of cloud communications, compliance, and networking
- Leadership experience managing cross-functional delivery teams and vendor ecosystemsRole & responsibilities
Preferred candidate profile
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