Chief Technology Officer

Role Overview:

As the Chief Technology Officer based in Bangalore, you will serve as the primary architect of our global technology vision, steering the organization through complex digital transformations within the BPO and BPM landscape. You will operate at the intersection of executive strategy and operational execution, working closely with the Board, global clients, and cross-functional leadership teams to define the future of our service delivery models.

Your day-to-day involves overseeing large-scale technology migrations, driving innovation in AI and automation, and ensuring our enterprise architecture remains resilient and scalable. By aligning cutting-edge CX technologies with business objectives, you will directly influence customer satisfaction, operational efficiency, and the company's competitive positioning in the global market.

Key Responsibilities:

- Formulate and execute a comprehensive IT strategy that aligns with long-term business goals to drive sustainable growth and digital enablement across global operations.

- Lead large-scale technology transformations and enterprise migrations, ensuring seamless transitions that minimize operational risk while maximizing business continuity.

- Oversee the integration of advanced CX platforms, including Genesys, Avaya, and Salesforce, to deliver superior omnichannel experiences for our global client base.

- Drive the adoption of AI, Machine Learning, and Robotic Process Automation (RPA) to optimize business processes, reduce operational costs, and enhance service delivery efficiency.

- Manage the P&L and technology budgets with a focus on cost optimization, ensuring that investments in infrastructure and cloud environments (AWS, Azure, GCP) yield high ROI.

- Strengthen the organization's cybersecurity posture and IT governance frameworks to ensure compliance, data integrity, and robust disaster recovery capabilities.

- Cultivate a high-performance culture by mentoring senior technology leaders and fostering a collaborative environment that encourages innovation and professional growth.

- Engage with key stakeholders and clients to translate complex business requirements into scalable technology solutions, ensuring high levels of client satisfaction and retention.

Required Skillset:

- Demonstrated ability to lead large, multi-site global teams with a focus on operational excellence and strategic alignment in a high-pressure BPO/BPM environment.

- Expert-level proficiency in enterprise architecture, cloud infrastructure, and the deployment of complex contact center and CRM solutions.

- Exceptional executive communication skills, with the ability to influence C-suite stakeholders and articulate complex technical roadmaps to non-technical audiences.

- Proven track record in managing large-scale organizational transitions, including change management, vendor governance, and global delivery model optimization.

- Strong analytical mindset for leveraging data analytics and business intelligence to drive decision-making and continuous process improvement.

- A strategic approach to risk management and IT governance, ensuring that all technology initiatives adhere to global security standards and regulatory requirements.

- Adaptability to a hybrid work environment in Bangalore, maintaining high visibility and engagement across global time zones and diverse cultural landscapes.

- Educational background typically includes a Master's degree in Engineering, Computer Science, or an MBA from a premier institute, complemented by 25 - 30 years of progressive leadership experience in technology operations.