Summary Job Title Associate Director DDIT Business Partner Contact Center Technologies for Patient Experience and Advanced Therapies LI-Hybrid Location Hyderabad India Relocation Support Yes Step into a high-impact leadership role where your expertise in contact center technologies will directly shape the patient experience and support advanced therapies at Novartis As the Associate Director DDIT Business Partner you ll drive innovation lead strategic transformation initiatives and serve as a trusted advisor to senior stakeholders This is your opportunity to influence global technology strategy co-create solutions that matter and deliver measurable value in a purpose-driven environment Key Responsibilities Lead strategic technology initiatives to enhance patient experience and advanced therapies contact centers Act as the primary DDIT liaison ensuring seamless collaboration and service delivery Drive innovation and transformation through tech-enabled business capabilities and consulting mindset Manage product lifecycle and roadmap in partnership with business product owners Prioritize and deliver features that maximize business value through agile methodologies Ensure business continuity and serve as escalation point for critical decisions Translate business strategy into actionable technology objectives and outcomes Guide cost-effective technology choices and improve ease of engagement with DDIT Collaborate with Scrum Masters and development teams to align on product backlog Measure and communicate business value of programs projects and products Essential Requirements Bachelor s degree in computer science IT or a related technical discipline Minimum 5 years of experience with omni-channel contact center technologies e g Genesys Five9 email SMS etc Proven expertise in telephony ACD IVR workforce management and agent performance tools Robust background in project and change management within global environments Experience integrating telephony with platforms like Sa