Job Description: Job Title: Vice President Level 2 – Digital CX Delivery Location: Noida – India ( Hybrid ) About the Role: We are looking for a highly experienced and results-oriented Vice President (VP) across various CX solutions to oversee the successful delivery of complex, large-scale projects across industries such as Healthcare, Insurance, Banking, and more. This leadership position will require expertise in managing large teams, working with cutting-edge technologies like Conversational AI Agents, Cloud Contact Centers (majorly AWS Connect, Genesys Purecloud, Google CCaaS, NICE CXone and Five9) along with their integrations with CRMs (Salesforce, MS Dynamics etc.)/sub-systems, various other Digital CX solution powered with Agentic AI, and driving strategic, client-facing initiatives. You will be responsible for the management of day-to-day interactions with both clients and internal stakeholders, as well as managing the P&L for delivery. The ideal candidate will have over 20 years plus of experience in technology delivery and a proven track record of successful project execution and client management. Key Responsibilities: Leadership & Team Management: Lead and manage a diverse team of 200-250 professionals, including technical delivery leads, senior managers, technical experts, and delivery specialists. Build and nurture a high-performance culture, ensuring the team is motivated, skilled, and aligned with business goals. Oversee recruitment, training, career development, and performance management for team members. Establish and maintain an environment of continuous learning, fostering innovation and the adoption of new technologies. End-to-End Delivery Management: Own the end-to-end delivery of large, complex, multi-domain projects across key sectors including but not limited to Healthcare, Insurance, and Banking. Ensure all projects are delivered on time, within scope, and within budget by managing project timelines, resources, and risks effectively. Guarantee high-quality delivery standards and adherence to best practices for technical and project management processes. Act as the main point of contact for clients on delivery-related matters, ensuring exceptional client satisfaction and relationship management. Technology & Product Expertise: Leverage in-depth technical knowledge of Conversational AI, Cloud Contact Centers (CCaaS), and Generative AI to deliver innovative and scalable solutions. Deep expertise in technologies and platforms such as Amazon Lex, Google DialogFlow/AgentAssist/Insights, Google CCAI, Genesys, and Amazon Connect, applying them effectively across client solutions and delivery experience Provide technical leadership in the selection, integration, and optimization of tools and platforms that meet the needs of the clients. Client & Stakeholder Engagement: Serve as the primary executive liaison with key clients, ensuring clear communication, managing expectations, and fostering long-term partnerships. Engage in regular client interactions to understand their business goals, recommend technology solutions, and resolve any escalations. Collaborate with internal stakeholders including product teams, sales, and senior leadership to ensure alignment with strategic business objectives. Lead the creation of comprehensive delivery plans, ensuring that all stakeholders are informed and that projects align with client objectives. P&L Management: Take full ownership of the P&L for the Delivery organization, ensuring that all projects are financially sound and delivered within budget. Implement effective cost management strategies and ensure that resources are allocated optimally across projects. Monitor financial performance, identify risks, and drive actions to ensure that revenue and profitability goals are met. Develop and report on financial forecasts, revenue recognition, and other key financial metrics. Business Growth & Development: Identify and drive opportunities for business growth within existing clients, fostering relationships and uncovering new areas for expansion. Partner with the sales team to support pre-sales activities such as RFPs, proposals, and solution development for new business. Contribute to business strategy development by identifying emerging trends, market opportunities, and competitive landscapes. Promote the company's capabilities in key technologies and solutions across AI, cloud, and contact center transformation. Operational Excellence: Implement and enforce industry best practices for project management, risk management, and quality assurance across the delivery lifecycle. Define and track key performance indicators (KPIs) to measure project success, client satisfaction, and team performance. Ensure the scalability of delivery processes and tools, continuously improving efficiency and effectiveness. Lead efforts for continuous process improvements, ensuring the organization is operating at peak performance levels. Thought Leadership & Innovation: Stay ahead of emerging trends in technology and service delivery, providing guidance on the adoption of new solutions and platforms. Act as a thought leader, representing the company at industry events, conferences, and forums, and positioning the organization as an expert in Conversational AI and Cloud Contact Centers. Collaborate with R&D teams and other internal resources to identify and develop new solutions for clients. Required Qualifications: Experience: A minimum of 20 years of experience in managing the delivery of large, complex projects, particularly across Healthcare, Insurance, and Banking industries. Demonstrated expertise in technologies such as Conversational AI, Cloud Contact Centers, Unified Desktops, and Generative AI. Hands-on experience with products such as Amazon Lex, Google Dialogflow, Google CCAI, Genesys, and Amazon Connect. Proven track record in managing large, cross-functional teams (100-150 employees) and delivering large-scale technology solutions. Extensive experience with P&L management for delivery functions, including forecasting, budget management, and cost control. Skills & Competencies: Strong leadership skills with the ability to inspire, mentor, and manage large teams to achieve business goals. Excellent interpersonal and communication skills, capable of building strong relationships with clients, internal teams, and executives. Deep knowledge of project management methodologies (Agile, Waterfall, etc.) and how to apply them in large-scale technology projects. Strong business acumen with a focus on driving growth, optimizing costs, and delivering value to clients. Ability to identify and manage risks, ensuring projects are delivered successfully and financial targets are met. Expertise in managing client expectations, negotiating contracts, and managing complex, multi-stakeholder environments. Education: B.Tech. in Computer Science/E&C Engineering, Business Administration (MBA), or a related field. Preferred Qualifications: Experience working in North American markets, particularly in healthcare, insurance, and banking. Experience in delivering large-scale transformation projects focused on AI, cloud-based solutions, and contact center modernization. Industry certifications in project management (e.g., PMP, Scrum Master) or related areas.
