AVP - CRM & Cognitive Technologies

This role will lead the strategic planning, development, and management of the organization's Cognitive Technologies and Customer Relationship Management (CRM) platforms

Develop, execute and oversees the organization's CRM strategy to enhance customer engagement and satisfaction.

Manage all cognitive technologies based engineering work on platforms that offer robotic automation processing, natural language processing, artificial intelligence, speech recognition type of capabilities

Identify opportunities to leverage cognitive technologies such as Artificial Intelligence (AI), Machine Learning (ML), Natural Language Processing (NLP), and Robotic Process Automation (RPA).

Ensure seamless integration of the such cognitive technologies and CRM platform with other enterprise systems and applications.

Drive adoption of such technologies and tools and provide training to teams for effective utilization.

Lead the design and implementation of AI-powered solutions to streamline business processes and deliver data-driven insights.

Collaborate with stakeholders to implement intelligent automation across customer service, sales, marketing, and other business functions.

Lead cross-functional teams to deliver projects on time and within budget.

Collaborate with business units, IT, and external vendors to align CRM and cognitive technology initiatives with organizational priorities.

Present project updates, progress reports, and strategic plans to senior leadership

Education

Bachelor's degree in Information Technology, Computer Science, or a related field (required).

Master’s degree or MBA (preferred)

Work Experience

Min 10+ years in Information Technology

5 years of hands-on engineering experience on NLP, AI, LLM models, Speech Recognition and RPA type of technologies

Minimum 5 years of hands on techno functional experience on Microsoft Dynamics CRM platforms

Proven expertise in leading large-scale digital transformation initiatives