CCaaS Program & Strategy Director

The CCaaS Program & Strategy Director is a high-impact, enterprise-focused role responsible for defining and executing the strategy, transformation roadmap, and governance of Contact Center as a Service (CCaaS) and Unified Communications (UC) platforms across the organization. This role ensures that CX technology investments and transformation initiatives deliver business growth, operational efficiency, margin optimization, and superior customer experience.
Operating at the intersection of technology, commercial strategy, and operations, the CCaaS Strategist provides executive guidance, strategic oversight, and transformation of accountability across multiple client portfolios and global regions. The role influences executive decision-making, sets global standards, and drives enterprise-wide adoption of modern, cloud-native CX architectures, including AI-enabled platforms and workforce engagement technologies.

Duties and Responsibilities:

Enterprise CCaaS Strategy & Transformation
Define, own, and execute the enterprise CCaaS and UC strategy, ensuring alignment with business growth, margin objectives, and CX differentiation
Establish multi-year transformation roadmaps, guiding migration from legacy to cloud-native CX architectures across client programs
Drive enterprise-wide adoption of emerging CX technologies, including Conversational AI, GenAI, WEM platforms, and other AI-enabled tools
Ensure transformation initiatives achieve measurable business outcomes, operational efficiency, and cost-to-serve optimization
Lead governance of transformation programs, ensuring alignment to executive priorities and business objectives

Architecture, Standards & Governance
Develop and enforce global architectural blueprints, reference designs, and design standards for CCaaS implementations, IVR flows, WFM integrations, reporting, and other key CX capabilities
Partner with Enterprise Architecture to ensure CCaaS strategy aligns with broader IT and digital initiatives
Define and embed security, compliance, and regulatory standards (GDPR, HIPAA, PCI-DSS, FCC, Ofcom, DOT) into all transformation programs
Establish KPIs, metrics, and governance frameworks to measure adoption, success, and business value
Ensure consistent, scalable, and repeatable platform adoption across regions and client programs

Commercial & Go-to-Market Enablement
Align CCaaS strategy with BPO pricing models, commercial objectives, and revenue growth
Provide executive guidance on solutioning strategies for strategic client engagements, RFPs, and enterprise initiatives
Translate technology trends into business value narratives for executive leadership through regular innovation briefings

Vendor & Ecosystem Strategy
Own the enterprise CCaaS vendor strategy, including platform selection, rationalization, long-term partnerships, and licensing optimization
Influence vendor roadmaps and innovation to align with organizational CX transformation objectives
Ensure platform utilization, consumption, and investment deliver enterprise efficiency and value

Security, Risk & Compliance Strategy
Define enterprise CCaaS security, privacy, and compliance strategy
Ensure security-by-design and privacy-by-design principles are embedded in all platforms
Partner with Security, Risk, and Legal teams to proactively manage regulatory and operational risks

Executive Engagement & Thought Leadership
Act as a strategic advisor to executive leadership on CX technology trends, transformation opportunities, and risk management
Drive cross-functional collaboration between Technology, Operations, and Commercial teams
Represent the organization externally as a thought leader in CCaaS strategy and enterprise CX transformation

Qualifications
Required
Bachelor’s degree in IT, Engineering, or related field;
Master's Degree preferred
10+ years of experience in CX technology, telecom, or consulting
5+ years in enterprise strategy, transformation, or architecture roles
Proven experience defining and governing enterprise CCaaS or UC strategies
Deep knowledge of major CCaaS platforms (Genesys Cloud, NICE CXone, etc.), UCaaS, CPaaS, and cloud-native architectures
Demonstrated ability to drive large-scale transformation initiatives and govern adoption across multiple regions
Exceptional executive communication, influence, and stakeholder management skills

Preferred
Experience in BPO or large-scale service organizations
CCaaS, architecture, or transformation certifications
Experience operating in global, matrixed organizations