Senior Assistant Vice President

15 years

5 - 10 Lacs

Posted:1 week ago| Platform: GlassDoor logo

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Work Mode

On-site

Job Type

Part Time

Job Description

Senior Assistant Vice President

EXL/SAVP/1417850

    Global TechnologyNoida
    Posted On
    10 Jul 2025
    End Date
    24 Aug 2025
    Required Experience
    15 - 25 Years

Basic Section

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

Organisational

Group

Enabling

Sub Group

Global Technology

Organization

Global Technology

LOB

Global Technology

SBU

Technology Infrastructure

Country

India

City

Noida

Center

Noida - Centre 59

Skills

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

Job Description

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

Workflow Type

L&S-DA-Consulting

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