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-

1. Own the overall CCaaS strategy, roadmap, and platform governance across voice, digital, workforce, and analytics capabilities.
2. Lead end-to-end CCaaS programs, including platform selection, migration planning, implementation, and modernization initiatives.
3. Act as the primary point of accountability for CCaaS delivery across multiple platforms such as Genesys Cloud, Amazon Connect, NICE CXone, or equivalent.
4. Define and enforce CCaaS architectural standards, best practices, and design patterns for scalability, resiliency, and security.
5. Oversee omnichannel capabilities including voice, chat, email, messaging, bots, and digital self-service.
6. Guide integration strategy with CRM systems, data platforms, identity providers, and enterprise applications.
7. Partner with security, risk, and compliance teams to ensure CCaaS solutions meet regulatory, data privacy, and audit requirements.
8. Lead vendor management, including commercial negotiations, licensing strategy, and performance governance.
9. Drive operational excellence through reliability, performance optimization, and cost management of CCaaS platforms.
10. Establish metrics and KPIs to measure CX outcomes, platform health, and business value realization.
11. Provide technical and delivery leadership to architects, engineers, QA, and support teams across programs.
12. Support executive communication, steering committees, and stakeholder reporting for CCaaS initiatives.
13. Ensure effective change management, adoption, and continuous improvement across business units.

Qualifications-

1. 10+ years of experience in contact center technologies, with significant leadership experience in CCaaS platforms.
2. Strong hands-on or design experience with one or more leading CCaaS platforms (Genesys Cloud, Amazon Connect, NICE CXone, etc.).
3. Deep understanding of contact center architecture including PSTN, SIP, SBCs, IVR, omnichannel routing, WFM, QM, and analytics.
4. Experience leading large-scale migrations from on-premise or legacy platforms to cloud contact centers.
5. Strong understanding of security, compliance, and data privacy requirements in enterprise environments.
6. Proven ability to manage vendors, budgets, and complex stakeholder environments.
7. Excellent executive-level communication and presentation skills.

Nice To Have-

1. CCaaS or platform-specific certifications (Genesys, AWS, NICE, etc.).
2. Experience working in regulated industries such as Banking, Financial Services, Healthcare, or Telecom.
3. Exposure to CX strategy, journey orchestration, and AI-driven customer engagement.
4. Experience managing global, multi-region contact center environments.