About the Company

Our client is a leading global provider of contact center and customer engagement solutions, supporting some of the world's most recognized brands across telecommunications, insurance, healthcare, and retail.

With operations across the US, Philippines, and Mexico, they employ over 13,000 people globally and are investing heavily in modernizing their internal platforms. The culture is pragmatic, collaborative, and delivery focused. Leaders are trusted to own outcomes and drive meaningful change.

About the Role

We are hiring a Sr. Director of Contact Center Technology & Transformation to lead technology modernization, digital transformation, and business optimization across strategic contact center operations.

This is a senior leadership role reporting to the CIO or VP of AI, partnering directly with C-Suite executives, clients, and cross-functional leaders to define technology strategy, deliver transformational programs, and ensure scalable, compliant, and future-ready solutions.

You will lead a portfolio of strategic initiatives including automation, AI/ML integration, cloud modernization, program management, analytics, and workforce optimization. If you want to shape how a major BPO operator evolves its technology stack and operating model, this role offers genuine executive influence.

What You Will Be Doing

Technology & Transformation Leadership

• Partner to define and execute the enterprise technology transformation strategy across contact center lines of business spanning consumer, business, and government programs

• Drive adoption of modern cloud platforms including Azure, Synapse, AI Studio, and Fabric alongside automation tools such as UiPath and Pega

• Champion the integration of AI capabilities including copilots, agentic AI, conversational AI, and intelligent document processing into operational delivery

Program & Portfolio Management

• Oversee large-scale, multi-year programs with measurable business value across cost reduction, cycle time acceleration, customer experience improvement, and compliance

• Establish governance frameworks, KPIs, and dashboards to ensure accountability, risk management, and ROI realization

• Lead transformation teams including Directors and Program Managers responsible for automation, contact center technology, and transformation initiatives

Contact Center Technology & Compliance

• Ensure solutions meet regulatory and compliance requirements including SOC 1, SOC 2, NACHA, FINRA, state-level AI regulations, and NIST AI RMF

• Build and maintain a robust vendor and partner ecosystem to accelerate modernization

Business Enablement & Client Value

• Partner with business unit leaders to translate client needs into technology and process solutions that drive measurable outcomes

• Act as a trusted advisor to client executives, positioning the organization as a leader in contact center BPO transformation

People Leadership & Change Management

• Inspire, mentor, and grow teams of Directors, Managers, and technical leaders

• Foster a culture of innovation, continuous improvement, and digital fluency

• Drive organizational change through clear communication, adoption frameworks, and stakeholder engagement

What We Are Looking For

• Fifteen or more years of progressive leadership experience in contact center technology, program management, consulting, or transformation roles with at least eight years in senior leadership

• Deep expertise in contact center operations including performance management, training, workforce management, customer experience, quality, and digital BPO models

• Proven success in large-scale technology transformations including cloud migration, automation, AI/ML integration, and workflow optimization

• Strong program and portfolio management experience with demonstrated ROI delivery

• Executive presence with ability to engage C-Suite stakeholders, clients, and boards

• Familiarity with compliance and regulatory frameworks including SOC 2, NACHA, NIST AI RMF, and state and federal AI laws

• Bachelor's degree in Information Systems, Engineering, Computer Science, Statistics, Data Science, Business, or related field

Nice to Have but Not Essential

• MBA or advanced degree

• Direct experience with UiPath, Pega, Google Cloud, Microsoft Azure AI Studio, or Snorkel AI

• Background in telecommunications or wireless carrier programs

• Experience presenting to boards or client executive committees

Why This Role

• Genuine executive influence over technology strategy and transformation roadmap

• Direct partnership with C-Suite leadership and major enterprise clients

• Lead teams across multiple disciplines including automation, AI, and contact center technology

• Shape how a 13,000 person global operation modernizes its platforms

• Strong runway as AI and automation investment continues to accelerate