Technical Innovation Lead (CcaaS / CX)

Travel to United States is required for the role, candidate with previous or current US visa would be preferrable.

Responsibilities:

• Lead the innovation and migration strategy from legacy systems to modern CCaaS platforms (Google CCAI, Amazon Connect, Genesys, NICE CXone), ensuring alignment with business goals, cost efficiency, and improved CX metrics (CSAT, NPS, FCR).**

• Identify and implement AI/ML-driven solutions (chatbots, NLP, predictive routing, speech analytics) to enhance omnichannel CX (voice, chat, email, IVR) and operational efficiency.

• Own end-to-end execution of cloud migration, including integration, scalability, security (HIPAA/SOC2 compliance), and CI/CD/DevOps automation for seamless transitions.

• Quantify and communicate business impact (ROI, cost savings, CX improvements) to stakeholders, securing executive buy-in through data-driven insights and regular progress updates.

• Collaborate cross-functionally with IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies.

• Drive a culture of innovation by staying ahead of CX/CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage.

• Optimize resource allocation and vendor partnerships to deliver projects on time, within scope, and with measurable outcomes.

• 4+ years in innovation, CX transformation, or cloud contact center (CCaaS) migration (healthcare/insurance experience a plus).

• Hands-on expertise in Google CCAI (Dialogflow), Amazon Connect, Genesys Cloud, or NICE CXone implementations (Any of these).

• Strong knowledge of AI/ML in CX (chatbots, NLP, speech analytics, predictive routing).

• Experience with cloud platforms (AWS, GCP), DevOps, CI/CD, and test automation in contact center environments.

• Proven ability to quantify business impact (ROI, cost savings, CX metrics) and align tech initiatives with revenue/cost goals.

• Exceptional stakeholder management, with experience influencing C-level executives.

Nice to have:

• Certifications in AWS Connect, Google CCAI, or CCaaS platforms.

• Background in healthcare/insurance compliance (HIPAA, PCI).

• Familiarity with CRM integrations (Salesforce, Zendesk) and workforce optimization (WFM, QM) tools.

We offer:

• Culture of Relentless Performance

  : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

• Competitive Pay and Benefits

  : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• Work From Anywhere Culture

  : make the most of the flexibility that comes with remote work.

• Growth Mindset

  : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.

• Global Impact

  : collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment

  : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

• Social Sustainability Values

  : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.