VP, CX Technology

Job Title:

VP, CX Technology

Location:

Global / Remote

Reports To:

Senior Vice President, Technical Products & Services

Concentrix seeks a commercially minded, client‑facing leader to serve as Vice President of the Customer Experience Technology (CET) Practice. The role focuses on growing the CET practice, shaping market offerings, building partner alignment, and positioning Concentrix as a trusted transformation partner for clients modernizing customer service, contact center, and broader CX capabilities.

• Grow the CET practice with market‑relevant offerings and platform‑led demand.
• Partner with sellers, GTM teams, COEs, and alliance partners to shape client conversations, accelerate pursuits, and improve win rates.
• Translate evolving CX and AI market trends into practical solutions, thought leadership, and commercial growth.
• Own practice performance balancing revenue growth, profitability, partner relevance, and client impact.

• Lead the strategy and growth plan for the CET practice, including offerings, target industries, partner plays, and revenue priorities.
• Identify whitespace opportunities and convert emerging client needs into scalable service propositions.
• Shape business plans, pipeline strategy, and investment priorities for sustainable growth and profitability.

• Work closely with sellers and go‑to‑market leaders to support account strategy, client messaging, and solution positioning.
• Articulate the value of Concentrix offerings to business, operations, and technology decision‑makers.
• Support strategic deals with executive presentations, capability storytelling, partner‑backed solutions, and differentiated value propositions.

• Build and deepen strategic relationships with key technology partners across the CX ecosystem, including Microsoft Dynamics 365, Google Customer Engagement Suite, NICE CXone, Genesys Cloud CX, and Salesforce Service Cloud.
• Collaborate on joint go‑to‑market motions, solution development, enablement, and pipeline creation.

• Maintain a strong point of view on how AI reshapes customer service, contact center modernization, knowledge, routing, automation, and agent experience.
• Define and communicate Concentrix’s AI strategy and offerings, including practical use cases and commercial value.
• Represent the practice as a market‑facing thought leader with clients, partners, and internal leaders.

• Ensure offerings and proposed solutions are executable, scalable, and aligned to real client environments.
• Partner with COEs and delivery teams to align market promises with implementation realities while focusing on practice growth.
• Act as an executive bridge across sales, practice, partner, and delivery stakeholders to accelerate decisions and improve client confidence.

• Own practice‑level financial outcomes, including growth, bookings influence, margin awareness, and investment trade‑offs.
• Monitor health of the practice through pipeline quality, partner contribution, offering maturity, and financial performance indicators.
• Drive disciplined prioritization of investments, enablement, and market development activities to improve scale and profitability.

• 15–20+ years of progressive leadership in technology‑enabled services, platform‑led businesses, consulting, or digital transformation.
• Demonstrated success leading or scaling technology‑enabled businesses with responsibility for growth, commercial outcomes, and P&L performance.
• Strong client‑facing experience with executive conversations, solution shaping, and strategic sales pursuits.
• Experience working cross‑functionally with sellers, practices, COEs, alliance teams, and delivery organizations in matrixed environments.
• Track record building market‑relevant offerings and translating platform capabilities into client value propositions.
• Solid understanding of AI use cases in CX such as self‑service, agent assist, intelligent routing, summarization, quality monitoring, analytics, and workflow automation.
• Executive…