Through our dedicated associates Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them You have an prospect to personally thrive make a difference and be part of a culture where individuality is noticed and valued every day Job Track Description for Director CX Technology Delivery C09 Position Overview The Director CX Technology Delivery plays a pivotal role in enabling business growth and productivity through the delivery and operation of customer experience CX technology solutions This leader is responsible for driving offshore delivery operations supporting services across North America NAM Latin America LATAM Europe-Middle East-Africa EMEA and Asia-Pacific APAC ensuring consistent performance in line with organizational goals This role will lead cross-functional engineering and delivery teams including Telecom Contact Center as a Service CCaaS and Business Intelligence DW BI infrastructure specialists focusing on scalable reliable and innovative solutions for enterprise clients The Director will also spearhead the development of a global Center of Excellence CoE in CX and AI technologies You will be accountable for translating strategy into execution overseeing the complete software development lifecycle and ensuring high standards of delivery excellence across regions and functions Key Responsibilities Leadership Governance Partner with executive stakeholders to execute on plans that align with the company s CX and digital transformation goals Establish and lead a global Center of Excellence for CX Technology to foster business growth and operational efficiency Drive global delivery standardization governance and best practices across regional teams Delivery Management Program Oversight Oversee end-to-end delivery of IT solutions from design and configuration to deployment maintenance and optimization Ensure delivery excellence and SLAs across multi-region programs managing budgets timelines and quality expectations Manage and mature Agile DevOps practices within delivery teams for increased velocity and transparency Team Leadership Talent Development Lead mentor and grow a high-performing team of IT delivery professionals including delivery and support engineers Build an inclusive and collaborative culture focused on continuous learning performance excellence and innovation Champion workforce planning and skills development in emerging technologies especially CCaaS and AI Financial Operational Management Develop and manage departmental budgets forecasts and vendor contracts to optimize value delivery and control costs Monitor and improve KPIs across service delivery project management and customer satisfaction metrics Identify and implement process improvements that enhance efficiency scalability and client experience Stakeholder Customer Engagement Act as the primary IT delivery liaison for internal and external stakeholders across all regions Support pre-sales and solutioning activities as a technical advisor in CX-related opportunities Translate business needs into technical delivery plans that align with commercial and operational goals Qualifications Education Experience Bachelor s degree in Information Technology Computer Science Engineering or related field Master s preferred 15 years of progressive IT leadership experience including at least 3 years in a director or comparable role Proven track record of delivering large-scale multi-region IT solutions in Telecom SaaS Cloud and CX technology environments Experience managing cross-functional global delivery teams and working in matrixed organizational structures Technical Expertise Strong knowledge of Telecom Avaya Cisco CCaaS platforms e g Genesys NICE and AI ML technologies applied to customer experience Strong architecture knowledge across cloud AWS Azure Google DevSecOps infrastructure as code data platforms and integrations Deep understanding of software development system integration cloud architecture and enterprise data platforms Familiarity with ITSM frameworks e g ITIL Agile methodologies and DevOps practices Leadership Business Acumen Demonstrated ability to drive financial performance strategic alignment and operational excellence Skilled at executive-level communication stakeholder influence and team leadership Commercial and industry awareness to make data-driven strategic decisions that support revenue growth and client satisfaction Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race color creed religion ancestry national origin age gender identity gender expression sex gender marital status sexual orientation physical or mental disability medical condition use of a guide dog or service animal military veteran status citizenship status basis of genetic information or any other group protected by law People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation s by submitting their request through this form that must be downloaded click here to access or download the form Complete the form and then email it as an attachment to FTADAAA conduent com You may also click here to access Conduent s ADAAA Accommodation Policy At Conduent we value the health and safety of our associates their families and our community For US applicants while we DO NOT require vaccination for most of our jobs we DO require that you provide us with your vaccination status where legally permissible Providing this information is a requirement of your employment at Conduent