Associate Director, CX Innovation & Technology Solutions (Fintech)

Associate Director, CX Innovation & Technology Solutions (Fintech) – Concentrix

Concentrix Manila, National Capital Region, Philippines

Overview

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

Nice to Have

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We’re committed to equal opportunity and comply with applicable laws to ensure a fair hiring process.

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