Job Purpose:
- Responsible for defining, developing, and driving the technological vision for the organization's customer experience initiatives.
- Lead the adoption of cutting-edge technologies, ensure seamless system integration, and build scalable solutions to deliver superior customer engagement across all touchpoints.
- Oversee the end-to-end technology infrastructure of the Customer Experience Centre, ensuring operational excellence, data security, and cutting-edge service delivery.
- Serve as a strategic technology visionary with deep knowledge in customer experience frameworks, network architecture, call center technologies, omnichannel systems, AI, and data analytics.

Key Result Areas & Supporting Actions:
Strategic Leadership
- Define and execute a visionary technology strategy that transforms the Customer Experience Centre into a globally recognized hub of innovation and excellence.
- Drive the digital transformation roadmap by integrating advanced technologies, including AI, machine learning, and Generative AI, to enable hyper-personalized customer experiences.




- Align technology initiatives with the organization's broader strategic objectives, ensuring scalable and future-ready solutions.

Compliance and Risk Management
- Ensure adherence to regulatory requirements, data privacy standards, and security protocols.
- Develop and implement risk mitigation strategies to protect technology assets and customer data.
- Establish robust disaster recovery and business continuity plans.

Technology Infrastructure Management
- Oversee the design, development, and maintenance of the technology stack, including CRM platforms, cloud solutions, and contact centre systems.
- Ensure a robust, scalable, and secure IT infrastructure that supports high-volume customer interactions across multiple channels (voice, chat, email, social media, etc.).
- Optimize technology performance and uptime to achieve and exceed SLA targets.
- Lead the implementation of enterprise-grade cyb

📌 Technical Head (Mumbai)
🏢 Sun Life
📍 Mumbai