About Axis Max Life

Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a joint venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited.

Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery, and a well-trained human capital.

Axis Max Life has been consistently ranked among the best workplaces by the GPTW Institute, reflecting its commitment to creating a positive and empowering work environment.

#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply

Job Description:

Key Responsibilities

1. Platform Strategy, Architecture & Ownership

- Own the enterprise Contact Center technology vision, target architecture and multi-year roadmap aligned with customer experience, operations and business priorities.

- Provide end-to-end ownership across CRM, dialer, IVR, ACD, CTI, recording, workforce integrations, digital channels and omnichannel capabilities.

- Chair architecture and design reviews; evaluate solution options, technical debt, interoperability, scalability, resilience, security and total cost of ownership.

- Define platform standards, reference architecture, lifecycle plans and technology guardrails across on-premise, cloud and SaaS environments.

- Identify practical opportunities involving conversational AI, voice bots, chatbots, analytics, automation and workforce optimization.

2. Transformation & Migration

- Lead Contact Center modernization, including on-premise-to-SaaS/CCaaS migration and digital/omnichannel enablement.

- Own technical planning for discovery, solution design, integration, testing, capacity validation, cutover, rollback, rollout, transition and stabilization.

- Ensure transformation decisions address business continuity, customer journeys, regulatory obligations, security controls, operational support and exit considerations.

- Coordinate delivery across Business, Customer Service, Operations, Digital, Infrastructure, Network, Cloud, Security, Enterprise Architecture and partners.

3. Service Reliability & Operations

- Govern 24x7 Contact Center technology operations and establish explicit service ownership across internal teams, managed service providers, OEMs, telecom operators and system integrators.

- Drive service availability, voice quality, platform performance, capacity, observability, incident response, problem management and operational hygiene.

- Lead major incident governance for critical services, ensuring rapid restoration, evidence-based RCA, corrective actions and prevention of recurrence.

- Establish monitoring and service dashboards using logs, alarms, event correlation, synthetic checks, transaction monitoring and platform analytics.

- Govern release, change, configuration, patch, certificate, license, asset and technology lifecycle management.

4. Infrastructure, Network, Telephony & Integration Governance

- Oversee cloud infrastructure, network, firewall, SBC, SIP trunks, PRI/voice circuits, carrier connectivity, routing, bandwidth, latency and scalability dependencies.

- Ensure resilient connectivity across Contact Centers, branches, partners, cloud platforms and data centers.

- Govern APIs, CTI, CRM and third-party integrations, including interface availability, error handling, monitoring, dependency mapping and change impact assessment.

- Provides technical leadership and expertise across LAN, WLAN, WAN, Unified Communications,



and VPN operating environments supporting multiple Onprim & Cloud Datacentres as well as a mobile workforce

- Lead capacity forecasting and performance engineering for seasonal events, campaigns, peak volumes and business growth.

5. Network Operations

- Provides technical leadership and expertise across LAN, WLAN, WAN, Unified Communications, and VPN operating environments supporting multiple Onprim & Cloud Datacentres as well as a mobile workforce

- Govern the day-to-day workload and priorities of existing and new tasks, requests, and projects against available resources and expected service level agreements

- Develop wireless performance data, metrics, algorithms, and reports to measure and track client, exhibitor, attendee, and staff wireless experiences against service standards.

- Continuously assess, test, improve and document 24x7 monitoring network and security infrastructure including alarming, logs, and event management.

- Develop Network usage and security policy and maintain ongoing assessment of security environment and recommend solutions for safeguarding the internal and external networks

- Provide network design, security analysis/design, and implementation, definition, and coordination of standards, project management, and technology research

- Keep abreast of emerging network and communications infrastructure technologies applicable to the organization and remain highly technically competent

6. Resilience, Security, Risk & Compliance

- Own technology resilience requirements covering high availability, failover, DR/BCP, backup, recovery, RTO/RPO validation and periodic testing.

- Ensure appropriate security controls for identity and access, privileged access, data protection, encryption, vulnerability management, logging, monitoring and secure integrations.

- Govern call recording, retention, audit trails and evidence availability in line with applicable organizational, statutory and regulatory requirements.

- Partner with Information Security, Risk, Compliance, Legal, Privacy and Audit teams to assess risks, close observations and maintain control readiness.

- Maintain current architecture, asset, dependency, risk, SOP, runbook and recovery documentation.

7. Vendor, Commercial & Stakeholder Management

- Own governance with OEMs, CCaaS providers, telecom carriers, managed service providers and system integrators.

- Define and govern contractual SLAs, KPIs, service credits, support models, escalation paths, capacity commitments and delivery obligations.

- Hold partners accountable for end-to-end outcomes rather than component-level performance; drive recovery and corrective action during service degradation.

- Support RFPs, technical evaluations, commercials, contract renewals, license optimization, benchmarking and investment proposals.

- Provide clear management reporting on service health, risks, transformation progressand benefits realization.

8. Leadership & Governance

- Build an accountable operating model across platform, infrastructure, operations and partner teams with clear RACI and decision rights.

- Lead, coach and develop technical teams and create succession and skill-development plans for critical capabilities.

- Run periodic service, architecture, risk, capacity, security and transformation governance forums.

- Promote a customer-first,



ownership-led culture focused on reliability, simplification, automation and measurable outcomes.

Desired qualification and experience

- 15+ years of relevant experience across Contact Center technology, telephony, enterprise infrastructure, Network Operations, platform operations or technology transformation.

- At least 7 years in a leadership role with end-to-end accountability for large-scale Contact Center platforms and operations, preferably in BFSI, insurance, telecom or a large B2C environment.

- Demonstrated experience managing multi-location, multi-partner Contact Center environments supporting large agent populations and business-critical customer journeys.

- Strong implementation and/or operations experience with Genesys and/or Cisco Contact Center platforms, including UCCE/UCCX or comparable enterprise platforms.

- In-depth and substantive knowledge and experience in networking, security, and telecommunications infrastructure; maintenance procedures and equipment analysis; LAN/WAN/WLAN/VoIP using diverse transport protocols over copper, fiber optics, and wireless infrastructures; proven comprehensive knowledge of network and IT telecommunications concepts, principles, applications, system management, and design

- Proven leadership of Contact Center migration or modernization programs, preferably involving SaaS/CCaaS, cloud and omnichannel capabilities.

- Bachelor’s degree in engineering, Technology, Computer Science or a related discipline. A postgraduate qualification in technology or management is preferred.

- Relevant certifications in Contact Center platforms, cloud, networking, architecture, IT service management, security or program management are desirable.

Technical & Domain Expertise

- Contact Center: CCaaS, CRM, dialler, IVR, ACD, CTI, recording, WFM integrations, quality management and omnichannel.

- Voice & network: SIP, SBC, PRI, voice gateways, carriers, routing, QoS, firewall, WAN/connectivity and voice-quality troubleshooting.

- Positive knowledge of all aspects of wired and wireless networks, network protocols (including TCP/IP, DNS & DHCP), network installation, configuration and performance, and remote access technologies

- Architecture & integration: APIs, middleware, third-party integrations, cloud patterns, scalability, observability and dependency management.

- Operations: ITIL-based incident, problem, change, release, configuration, capacity, availability and service-level management.

- Resilience: HA, DR/BCP, backup, failover, RTO/RPO, recovery testing and operational runbooks.

- Security & compliance: IAM/PAM, encryption, vulnerability management, logging, monitoring, data protection, recording and retention governance.

- Commercial governance: RFPs, technical evaluation, contracts, licensing, SLA/KPI design, service credits and vendor escalation.

Leadership Competencies

- Enterprise and systems thinking with the ability to connect platform decisions to customer, operational, risk and financial outcomes.

- Strong ownership and decision-making under pressure, with disciplined communication during major incidents and transformation events.

- Ability to influence senior stakeholders and align teams without relying solely on line authority.

- Commercial acumen, negotiation capability and disciplined partner accountability.

- Clear written and verbal communication, including executive-level reporting and governance.

- Ability to build teams, develop capability and create a culture of collaboration, reliability and continuous improvement.

State:

Home Office

Branch:

Gurugram -90C

Department:

Digital Technology

Function:

IT Service Delivery & Operations

Posted On:

22-Oct-2026

📌 Assistant Vice President - Information Technology Services (India)
🏢 AxisMaxlife
📍 India