Sr. AVP - Contact Center & Cloud Technology

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Sr. AVP - Contact Center & Cloud Technology

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Exp-

NP-

Location:

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 ecosystems

  Role & responsibilities

Preferred candidate profile