We are looking for a Director, Digital Solutions & Automation to lead a team responsible for identifying,

shaping, and delivering digital transformation, automation, AI, and technology-enabled improvement

opportunities across BPO and contact center operations.

This is a people manager role that requires strong leadership, stakeholder management, solutioning capability, and

practical understanding of automation and AI solutions. The role will work closely with operations, sales, presales,

technology, analytics, finance, and client stakeholders to assess business challenges, design practical solutions,

build business cases, support commercial discussions, and manage delivery through implementation and value

realization.

The ideal candidate has experience leading transformation or automation initiatives, managing cross-functional

teams, supporting pipeline development, and translating business problems into clear, executable digital solutions.

What You'll Do:

Automation Assessments and Solutioning

• Lead automation and transformation assessments across contact center, back-office, and support

processes.

• Conduct or guide process discovery, feasibility assessment, complexity review, benefit sizing, and

prioritization.

• Recommend appropriate solutions across automation, workflow improvement, AI, analytics,

knowledge management, agent assist, and other digital tools.

• Ensure recommendations are practical, scalable, and aligned with operational requirements.

• Work with technical teams to validate feasibility, dependencies, timelines, risks, and implementation

requirements.

Digital, Automation, and AI Enablement

• Maintain a broad working understanding of automation, AI, programming concepts, system

architecture, and BPO technology stacks.

• Understand how technologies such as RPA, OCR/IDP, BPM, workflow automation, APIs, AI, generative

AI, analytics, CRM, CCaaS, knowledge management, QA, WFM, and agent assist can be applied in BPO

operations.

• Provide guidance on where automation or AI can improve productivity, quality, customer experience,

employee experience, cost, or speed to resolution.

• Work with technology, IT, security, analytics, and delivery teams to ensure proposed solutions are

feasible and properly governed.• Stay updated on relevant digital tools and emerging technologies that can support transformation

objectives.

Project Management and Delivery Governance

• Manage or oversee multiple transformation and automation initiatives from discovery through

implementation.

• Define project scope, owners, milestones, timelines, dependencies, risks, and success metrics.

• Coordinate with operations, technology, analytics, sales, finance, and client teams to keep initiatives

moving.

• Ensure project documentation, stakeholder updates, governance routines, and implementation plans

are maintained.

• Track benefits and outcomes after implementation to confirm whether the solution delivered the

expected value.

Stakeholder Management

• Build strong working relationships with internal leaders, client stakeholders, operations teams, sales,

presales, technology, finance, and support functions.

• Facilitate meetings, workshops, solution reviews, and project governance discussions.

• Communicate complex ideas clearly to both technical and non-technical stakeholders.

• Manage expectations, resolve issues, and escalate risks when needed.

• Serve as a trusted partner for practical digital transformation and automation opportunities.

Commercial and Business Case Support

• Support cost-benefit analysis, ROI estimation, benefit sizing, and commercial assumptions for digital

solutions.

• Help prepare proposals, solution summaries, presentation materials, and business cases.

• Partner with finance, sales, and operations to validate savings, productivity gains, investment needs,

and expected business impact.

• Support client discussions related to pilots, solution scope, implementation approach, and expected

value.

Team Leadership and People Management

• Lead, coach, and manage a team of transformation consultants, analysts, project managers, and

solution specialists.

• Set priorities, assign work, monitor progress, and ensure quality of team outputs.

• Build team capability in automation assessments, solution design, business case development,

project management, and stakeholder engagement.

• Provide regular coaching, performance feedback, and development support to direct reports.

• Promote a culture of accountability, collaboration, practical problem-solving, and continuous

improvement.

Pipeline Building and Presales Support

• Partner with sales, account management, operations, and transformation teams to identify and

develop digital solutions opportunities.

• Support pipeline building by qualifying automation, AI, analytics, and technology-enabled

improvement opportunities.

• Participate in client discovery sessions, solution workshops, proposal development, and executive

presentations.

• Translate operational pain points into clear opportunity statements, solution concepts, and business

cases.

• Help position digital solutions in a way that connects to client value, operational efficiency,

productivity, revenue enablement, customer experience, or cost reduction.

Who You Are:

• A people leader with experience managing teams and driving performance through others.

• A practical transformation leader who can turn operational problems into clear solution opportunities.

• A strong stakeholder manager who can work across operations, sales, technology, finance, and client

teams.

• A commercially aware leader who understands pipeline, business cases, ROI, and client value.

• A strong communicator who can explain digital solutions in clear business language.

• A structured project leader who can manage scope, timelines, risks, dependencies, and outcomes.

• A technically curious leader with broad understanding of automation, AI, system architecture, and BPO

technology.

• A problem solver who balances innovation with practicality, cost, delivery effort, and operational

adoption.

• A coach who can develop team members and raise the quality of transformation work.

What We Offer:

• The opportunity to lead a growing digital solutions and automation team.

• Exposure to transformation, automation, AI, analytics, and BPO technology initiatives.

• A collaborative environment working with operations, sales, technology, analytics, and client leadership

teams.

• The opportunity to influence client value, operational performance, and digital transformation outcomes.

• Continuous learning and development in automation, AI, BPO technology, and transformation leadership.

Qualifications Required:

• Bachelor's degree in Business, Information Technology, Computer Science, Engineering, Operations

Management, or a related field.

• At least 8 years of experience in digital transformation, automation, operations excellence,

solutioning, consulting, BPO operations, technology delivery, or related fields.

• At least 3 years of experience in a Senior Manager, Associate Director, Director, or equivalent people

management role.• Proven experience managing or leading teams, including coaching, work allocation, performance

management, and stakeholder delivery.

• Experience leading or supporting automation assessments, process discovery, feasibility analysis,

solution recommendations, or transformation roadmaps.

• Experience in project management, including scope management, milestone tracking, risk

management, stakeholder updates, and implementation support.

• Experience supporting sales, presales, solutioning, proposals, client presentations, or commercial

discussions.

• Strong stakeholder management experience across operations, technology, sales, finance, and senior

leadership.

• Working understanding of automation and digital solutions such as RPA, workflow automation,

OCR/IDP, BPM, APIs, AI, analytics, knowledge management, and agent assist.

• Working understanding of BPO or contact center technology stacks such as CRM, CCaaS, IVR, chat,

voicebot, QA, WFM, LMS, reporting, and analytics platforms.

• Ability to support cost-benefit analysis, ROI estimates, benefit sizing, and business case development.

• Strong verbal communication, written communication, facilitation, and presentation skills.

Preferred

• Experience in BPO, contact center, shared services, consulting, or technology-enabled operations.

• Lean Six Sigma, Agile, PMP, or equivalent certification.

• Exposure to AI-enabled contact center solutions, generative AI, conversational AI, speech analytics,

text analytics, process mining, or task mining.

• Familiarity with programming concepts or common technical environments such as Python, SQL,

JavaScript, APIs, databases, or cloud platforms.

• Experience working across multiple industries such as BFSI, healthcare, retail, telco, travel, logistics,

technology, or utilities.

Success Measures

• Quality and performance of the team managed.

• Number and value of digital transformation, automation, and AI opportunities identified or supported.

• Quality of assessments, solution recommendations, business cases, and proposals.

• Opportunities converted into pilots, projects, or implemented solutions.

• Delivery of measurable business benefits such as productivity improvement, cost reduction, quality

improvement, revenue enablement, or customer experience improvement.

• Project execution against agreed scope, timelines, risks, and stakeholder expectations.

• Feedback from internal leaders, clients, operations, sales, and technology stakeholders.

• Improvement in team capability, delivery discipline, and reusable transformation assets.

Digital Solutions & Automation Director