Posted:2 weeks ago|
Platform:
On-site
Part Time
EXL/SAVP/1417850
Number Of Positions
1
Band
D2
Band Name
Senior Assistant Vice President
Cost Code
G070601
Campus/Non Campus
NON CAMPUS
Employment Type
Permanent
Requisition Type
New
Max CTC
4200000.0000 - 5200000.0000
Complexity Level
Not Applicable
Work Type
Hybrid – Working Partly From Home And Partly From Office
Group
Enabling
Sub Group
Global Technology
Organization
Global Technology
LOB
Global Technology
SBU
Technology Infrastructure
Country
India
City
Noida
Center
Noida - Centre 59
Skill
CONTACT CENTER ARCHITECTURE
CONTACT CENTER CONSULTING
VENDOR MANAGEMENT
CLOUD COMPUTING
AWS CLOUD
GENESYS
AVAYA AURA CONTACT CENTER
Minimum Qualification
B.TECH/B.E
Certification
No data available
As a Senior AVP – Contact Center & Cloud Technology, the incumbent will be responsible for the global strategy, architecture, engineering, and operations of EXL’s voice and contact center platforms, supporting over 30+ enterprise clients. The role demands a deep hands-on and strategic leadership across a multi-vendor, cloud-first ecosystem, encompassing Amazon Connect, Genesys PureCloud, Verint, Calabrio, and modern collaboration tools (e.g., Skype Room Systems, Crestron, Polycom).
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 ecosystems
Workflow Type
EXL Services
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