President, Technology Division

MCI is a leading tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across multiple industries and geographies. MCI’s contact centers combine on‑site and remote agents and leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

• Strategic Leadership:
  Define and execute enterprise‑wide strategies that translate corporate goals into measurable initiatives driving revenue, profitability, and customer satisfaction.
• Operational Oversight:
  Lead and align all business units and affiliate operations, optimizing performance across multi‑location call center environments.
• Culture & Talent Development:
  Foster a high‑performance culture rooted in accountability, innovation, and purpose. Build and scale world‑class leadership teams across all levels of the organization.
• Customer Experience Innovation:
  Spearhead initiatives that elevate CX across sales, service, QA, training, and workforce management—leveraging analytics and best‑in‑class processes.
• Revenue Acceleration:
  Champion a data‑informed, customer‑centric approach to sales and client delivery, driving conversion, retention, and long‑term growth.
• Cross‑Functional Alignment:
  Unify collaboration across sales, operations, HR, finance, and technology to ensure seamless execution and shared outcomes.
• External Representation:
  Represent MCI’s mission and values externally, cultivating relationships with clients, partners, and stakeholders, and enhancing brand visibility at industry events.

• 20+ years of progressive leadership experience in call center, BPO, or CX industries.
• 10+ years in executive or multi‑site operational roles, with proven success scaling complex operations.
• Demonstrated ability to translate strategy into execution with measurable impact on revenue, margins, and client satisfaction.
• Strong business acumen with experience managing P&L, KPIs, and enterprise‑level initiatives.
• Advanced understanding of contact center technologies, CRM platforms, and performance analytics.
• Exceptional interpersonal, communication, and executive presence.
• Proven track record of building and mentoring high‑performing teams.
• Expertise in conflict resolution, change management, and strategic decision‑making.
• Technologically adept with fluency in Microsoft Office Suite and enterprise collaboration tools.
• Willingness to travel frequently across domestic and international sites.
• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results (does not apply in Canada).

• Bachelor’s degree required; MBA or equivalent executive education strongly preferred.
• Experience managing remote and on‑site teams at scale.
• Exposure to public‑sector, government, or military programs.
• Background in M&A integration, digital transformation, or global expansion initiatives.

The job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally need to move about the office, reach in any direction, raise or lower objects, and move objects from place to place, holding onto objects and exerting force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a…