Location: Gurugram

Jul 20, 2026
Job Description

Program & Delivery Management

Lead CRM and CX technology programs from business case approval through implementation and value realization.
Develop project plans, resource plans, timelines, budgets, governance frameworks, and delivery roadmaps.
Manage multiple concurrent initiatives across customer servicing, digital channels, contact centre technology, customer feedback, and automation platforms.
Ensure delivery through Agile, Waterfall, or Hybrid methodologies while managing risks, issues, dependencies, and milestones.
Establish governance and executive reporting mechanisms to ensure timely and budget-compliant execution.

CRM & CX Technology Delivery

Manage delivery and enhancement initiatives across Salesforce Service Cloud, Sales Cloud, Experience Cloud, Data Cloud, Agentforce, Qualtrics, Genesys, Paxia, Data Platforms, Customer Communication Platforms, and AI & Automation solutions.
Coordinate releases, enhancements, integrations, testing, adoption, and operational readiness activities.




Ensure compliance with enterprise architecture, security, operational, and data privacy standards.

Cross-Functional Coordination

Act as the primary delivery lead for CX initiatives involving multiple business and technology teams.
Manage interdependencies and ensure alignment between business requirements and technology implementation.
Collaborate with stakeholders, vendors, and delivery teams to drive program success.

Business Value Realization

Partner with stakeholders to define measurable outcomes and success metrics for initiatives.
Ensure projects contribute to revenue growth, cost reduction, productivity improvement, customer satisfaction, and automation advantages.
Track realization of approved business cases and support prioritization based on strategic and financial impact.

AOP Planning & Financial Governance

Support AOP planning, budgeting exercises, business cases, investment proposals, and project justificat

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