Role Summary
Own the technical innovation agenda for one of our largest fintech clients. You'll architect and deliver optimization initiatives for operations across multiple lines of businessreducing cost-to-serve, accelerating time-to-value, and helping the client hit their KPIs.
Key Responsibilities
- Architect & Lead: Define end-to-end architectures for automations, system integrations, custom applications and tools that will optimize workflows of the contact center team.
- Deliver Value Fast: Convert use-case backlogs into POCs and production releases with clear success criteria and post-launch measurement.
- Integrations & Data: Orchestrate integrations across CCaaS/CRM, ticketing, knowledge, identity, and data/analytics; ensure observability and incident readiness.
- Operations Enablement: Optimize routing, WFM/QM, QA automation, and knowledge lifecycle to improve agent efficiency and customer outcomes.
- Governance: Establish pragmatic governance for model/prompt lifecycle, data usage, risk, and change managementaligned to client policies.
- Team Leadership: Lead a client-dedicated solution team (architects, engineers, analysts) and coordinate vendors/partners for delivery.
- Stakeholder Management: Communicate strategy, trade-offs, roadmap, and results to senior client stakeholders; build trust through outcomes.
Required Experience & Skills
- Senior leader with a proven track record spearheading innovation programs for enterprise clients (preferably fintech or adjacent).
- Hands-on architecture/delivery background in customer experience platforms and contact centers.
- Working experience with similar CX tools such as Zendesk, Genesys, Salesforce, and/or AWS Connect (tooling is not mandated, but familiarity is).
- Practical expertise with GenAI for CX (virtual agents, agent assist), knowledge management, and automation at scale.
- Strong integration skills (APIs/microservices, event streams), and data/analytics familiarity (dashboards, KPI instrumentation).
- Executive presence and stakeholder management; crisp communication of complex tech to non-technical audiences.
- Delivery leadership in hybrid teams; ability to prioritize ruthlessly, ship iteratively, and evidence ROI.
Nice to Have
- Experience in broader fintech customer operations (onboarding/KYC, payments, disputes/chargebacks, recovery, merchant support).
- Certifications across cloud or CX platforms (e.g., AWS, Salesforce, Genesys, Zendesk).
- Background with model observability, A/B testing, and experimentation frameworks.
Work Setup
- PH-based with regular client-site time (23 days/week, subject to client needs).
