Job Details
Position : CCaaS Technical SME
Experience : 10+ Years
Location : Min 2 days working in office. Location could be NCR, Pune and Bangalore
General Shift : Shift timings would be until 11 PM IST (UK Shifts)
Summary-
EXL is looking for a CCaaS Lead to drive the strategy, design, delivery, and governance of cloud contact center platforms across the enterprise. This role is responsible for owning end-to-end CCaaS programs, leading multi-vendor implementations, and ensuring scalable, secure, and business-aligned customer experience solutions. The CCaaS Lead works closely with CX, IT, security, operations, and executive stakeholders to enable modern, omnichannel contact center capabilities.
Responsibilities-
- Own the overall CCaaS strategy, roadmap, and platform governance across voice, digital, workforce, and analytics capabilities.
- Lead end-to-end CCaaS programs, including platform selection, migration planning, implementation, and modernization initiatives.
- Act as the primary point of accountability for CCaaS delivery across multiple platforms such as Genesys Cloud, Amazon Connect, NICE CXone, or equivalent.
- Define and enforce CCaaS architectural standards, best practices, and design patterns for scalability, resiliency, and security.
- Oversee omnichannel capabilities including voice, chat, email, messaging, bots, and digital self-service.
- Guide integration strategy with CRM systems, data platforms, identity providers, and enterprise applications.
- Partner with security, risk, and compliance teams to ensure CCaaS solutions meet regulatory, data privacy, and audit requirements.
- Lead vendor management, including commercial negotiations, licensing strategy, and performance governance.
- Drive operational excellence through reliability, performance optimization, and cost management of CCaaS platforms.
- Establish metrics and KPIs to measure CX outcomes, platform health, and business value realization.
- Provide technical and delivery leadership to architects, engineers, QA, and support teams across programs.
- Support executive communication, steering committees, and stakeholder reporting for CCaaS initiatives.
- Ensure effective change management, adoption, and continuous improvement across business units.
Qualifications-
- 10+ years of experience in contact center technologies, with significant leadership experience in CCaaS platforms.
- Strong hands-on or design experience with one or more leading CCaaS platforms (Genesys Cloud, Amazon Connect, NICE CXone, etc.).
- Deep understanding of contact center architecture including PSTN, SIP, SBCs, IVR, omnichannel routing, WFM, QM, and analytics.
- Experience leading large-scale migrations from on-premise or legacy platforms to cloud contact centers.
- Strong understanding of security, compliance, and data privacy requirements in enterprise environments.
- Proven ability to manage vendors, budgets, and complex stakeholder environments.
- Excellent executive-level communication and presentation skills.
Nice To Have-
- CCaaS or platform-specific certifications (Genesys, AWS, NICE, etc.).
- Experience working in regulated industries such as Banking, Financial Services, Healthcare, or Telecom.
- Exposure to CX strategy, journey orchestration, and AI-driven customer engagement.
- Experience managing global, multi-region contact center environments.