Head of Technology – Concierge

Head of Technology – Concierge (PWA, CRM, AI, UI/UX, Infrastructure)

Reports to:
Director IT

Location:
Bangalore – Global Concierge Command Centre

Type:
Full-Time | Global Technology Leadership

Role Overview

The
Head of Technology
is the strategic and hands-on leader who brings Concierge's digital ecosystem to life — merging elegant design with technical precision.

This role oversees all core systems that power the Concierge experience, including:

• PWA (Progressive Web App)
  – customer-facing interface
• CRM
  – service orchestration and workflow automation
• Mira AI
  – intelligent, language-aware concierge assistant
• Backend Infrastructure
  – APIs, databases, cloud, and security
• UI/UX Design
  – ensuring the experience feels luxurious, human, and frictionless

The position requires deep collaboration with marketing, operations, and design teams to ensure every interaction feels
crafted
, not coded.

Core Responsibilities

1 · PWA Development & Management

• Lead the design, development, and deployment of the Concierge PWA — optimized for web and mobile.
• Ensure one-click access without downloads, reflecting brand design language and Concierge aesthetic.
• Integrate multi-channel access:
  Chat, WhatsApp, Email, Call, Live Concierge, and AI Concierge (Mira)
  .
• Coordinate with product and UI teams to align the experience with AI standards.
• Maintain responsiveness, scalability, and uptime across global users.
• Implement member login authentication, OTP verification (e.g., fixed trial 1234 during beta), and secure session management.

2 · CRM Integration & Automation

• Oversee complete CRM integration — linking member requests from the PWA, WhatsApp, and email into the global CRM.
• Ensure bidirectional sync between CRM and AI systems (Mira) for instant capture and ticket creation.
• Configure dashboards for SLA tracking, analytics, and performance monitoring.
• Partner with CRM Head for automation, workflows, and language routing logic.

3 · AI (Mira) Integration

• Embed Mira AI across all front-end platforms (chat widget, WhatsApp, email parsing).
• Ensure multilingual NLP accuracy (English, Japanese, Hindi, etc.) and real-time CRM logging.
• Build API protocols for the "I Confirm" trigger that transfers requests from AI to human Concierge.
• Coordinate with the AI Concierge team for contextual learning and performance refinement.

4 · Infrastructure & Cloud Systems

• Build and maintain a robust, secure cloud environment (AWS / Azure / GCP).
• Set up real-time monitoring for uptime, data sync, and performance benchmarks.
• Manage backend integrations with global APIs (travel, dining, wellness, event aggregators).
• Oversee global data routing — especially cross-border (India, Japan, U.S.) — ensuring GDPR and DPDP compliance.
• Implement redundancy, failover, and backup systems.

5 · UI/UX Design & Brand Integration

• Lead UI/UX strategy ensuring the app and web interfaces mirror luxury brand aesthetics.
• Oversee creative direction for iconography, layout, and animations — inspired by Concierge design ethos.
• Collaborate with design teams to maintain pixel-perfect alignment with brand guidelines.
• Conduct UX testing with pilot users for seamless navigation and emotional appeal.

6 · Data, Security & Compliance

• Define data encryption, storage, and user access policies.
• Ensure compliance with
  GDPR
  ,
  India DPDP
  , and
  Japan APPI
  for user data and communication logs.
• Coordinate with the Finance & Compliance Lead for audit readiness and IT certifications.
• Maintain records for data transfers between servers and client endpoints.

7 · Vendor, Partner & Team Management

• Manage external development vendors, API partners, and tech consultants.
• Build and lead an internal team across front-end, backend, and QA functions.
• Create clear SOPs for version control, testing, and release management.
• Liaise with global IT and security teams for joint testing and validation.

Key Performance Indicators (KPIs)

Metric

Target / Goal

Measured By

PWA Go-Live

Project Tracker

System Uptime

≥ 99.9%

Server Logs

CRM Integration Success

100%

Internal Testing

AI–Human Handoff Accuracy

≥ 98%

Audit Logs

Security Compliance

Zero breaches

IT Audit

User Load Scalability

50,000+ concurrent users

Load Test Results

Requirements

• Experience:
  10–15 years in full-stack development, CRM platforms, and enterprise tech integrations.
• Education:
  B.Tech / M.Tech / MBA in IT, Computer Science, or Systems Management.
• Skills:
• Strong grasp of PWA architecture (React / / Vue preferred).
• Expertise in API integration, database management, and cloud infrastructure.
• Hands-on with CRM tools (Zoho, Salesforce, or proprietary).
• Familiarity with AI chatbot integration, NLP frameworks, and multilingual text pipelines.
• Strong design sensibility and collaboration with creative teams.
• Proven ability to deliver complex tech systems on tight timelines.

Key Deliverables

• Concierge PWA (fully functional, brand-compliant) live.
• CRM, AI, and PWA integrated seamlessly for real-time ticket handling.
• End-to-end workflow tested — including "I Confirm" handoff.
• UAT completed, documentation ready, and backup servers live.
• Post-launch maintenance plan and continuous improvement roadmap.

Success in This Role Means

• A customer can reach their Concierge instantly — anywhere, any language, any time — with a single tap.
• Every request moves invisibly from AI to human concierge without friction.
• The interface looks stunning, works flawlessly, and reflects both
  innovation
  and
  Concierge's craftsmanship.
• The system runs quietly, securely, and beautifully — the hallmark of luxury technology.