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Associate Director, CX Innovation & Technology Solutions (Fintech)

Associate Director, CX Innovation & Technology Solutions (Fintech)

ConcentrixManila, Metro Manila, Philippines
21 hours ago
Job description

Overview

Associate Director, CX Innovation & Technology Solutions (Fintech) — Concentrix Manila, National Capital Region, Philippines

There are multiple postings for this role in Manila; this description includes role summaries, responsibilities, required experience & skills, nice to have, and work setup.

Role Summary

Role Summary Own the technical innovation agenda for one of our largest fintech clients. You’ll architect and deliver optimization initiatives for operations across multiple lines of business—reducing cost-to-serve, accelerating time-to-value, and helping the client hit their KPIs.

Key Responsibilities

  • Architect & Lead : Define end-to-end architectures for automations, system integrations, custom applications and tools that will optimize workflows of the contact center team.
  • Deliver Value Fast : Convert use-case backlogs into POCs and production releases with clear success criteria and post-launch measurement.
  • Integrations & Data : Orchestrate integrations across CCaaS / CRM, ticketing, knowledge, identity, and data / analytics; ensure observability and incident readiness.
  • Operations Enablement : Optimize routing, WFM / QM, QA automation, and knowledge lifecycle to improve agent efficiency and customer outcomes.
  • Governance : Establish pragmatic governance for model / prompt lifecycle, data usage, risk, and change management—aligned to client policies.
  • Team Leadership : Lead a client-dedicated solution team (architects, engineers, analysts) and coordinate vendors / partners for delivery.
  • Stakeholder Management : Communicate strategy, trade-offs, roadmap, and results to senior client stakeholders; build trust through outcomes.

Required Experience & Skills

  • Senior leader with a proven track record spearheading innovation programs for enterprise clients (preferably fintech or adjacent).
  • Hands-on architecture / delivery background in customer experience platforms and contact centers.
  • Working experience with similar CX tools such as Zendesk, Genesys, Salesforce, and / or AWS Connect (tooling is not mandated, but familiarity is).
  • Practical expertise with GenAI for CX (virtual agents, agent assist), knowledge management, and automation at scale.
  • Strong integration skills (APIs / microservices, event streams), and data / analytics familiarity (dashboards, KPI instrumentation).
  • Executive presence and stakeholder management; crisp communication of complex tech to non-technical audiences.
  • Delivery leadership in hybrid teams; ability to prioritize ruthlessly, ship iteratively, and evidence ROI.

    • Nice to Have

  • Experience in broader fintech customer operations (onboarding / KYC, payments, disputes / chargebacks, recovery, merchant support).
  • Certifications across cloud or CX platforms (e.g., AWS, Salesforce, Genesys, Zendesk).
  • Background with model observability, A / B testing, and experimentation frameworks.

    • Work Setup

  • PH-based with regular client-site time (~2–3 days / week, subject to client needs).

    • Seniority level

  • Director

    • Employment type

  • Full-time

    • Job function

  • Consulting
  • Industries : Outsourcing and Offshoring Consulting

    • Referrals increase your chances of interviewing at Concentrix by 2x

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    Technology Associate • Manila, Metro Manila, Philippines