241409-Senior Assistant Vice President

EXL; Dadri; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

EXL is seeking a Senior AVP – Contact Center & Cloud Technology to lead the global strategy, architecture, engineering, and operations of its voice and contact center platforms. The role spans a cloud-first ecosystem across Amazon Connect, Genesys, Verint, and Calabrio, with governance, compliance, and end-to-end delivery responsibility.

You will drive client-focused solutions, presales support, and strategic roadmaps, mentoring cross-functional teams and partnering with global clients to

Qualifications

• 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.

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.
• 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.

Skills

Cloud platforms

Amazon Connect

Genesys

Verint

Calabrio

Vendor governance

Presales

Leadership

Compliance (PCI DSS, HIPAA)

Tools

Amazon Connect

Genesys

Verint

Calabrio

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.
• 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