CCaas Program & Strategy Director

About Foundever:

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.


Job Summary:

The CCaaS Program & Strategy Director  is a high-impact, enterprise-focused role responsible for defining and executing the strategy, transformation roadmap, and governance of Contact Center as a Service (CCaaS) and Unified Communications (UC) platforms across the organization. This role ensures that CX technology investments and transformation initiatives deliver business growth, operational efficiency, margin optimization, and superior customer experience. 

Operating at the intersection of technology, commercial strategy, and operations, the CCaaS Strategist provides executive guidance, strategic oversight, and transformation of accountability across multiple client portfolios and global regions. The role influences executive decision-making, sets global standards, and drives enterprise-wide adoption of modern, cloud-native CX architectures, including AI-enabled platforms and workforce engagement technologies. 

Duties and Responsibilities:

 

Enterprise CCaaS Strategy & Transformation 

• Define, own, and execute the enterprise CCaaS and UC strategy, ensuring alignment with business growth, margin objectives, and CX differentiation 
• Establish multi-year transformation roadmaps, guiding migration from legacy to cloud-native CX architectures across client programs 
• Drive enterprise-wide adoption of emerging CX technologies, including Conversational AI, GenAI, WEM platforms, and other AI-enabled tools 
• Ensure transformation initiatives achieve measurable business outcomes, operational efficiency, and cost-to-serve optimization 
• Lead governance of transformation programs, ensuring alignment to executive priorities and business objectives 

 

Architecture, Standards & Governance 

• Develop and enforce global architectural blueprints, reference designs, and design standards for CCaaS implementations, IVR flows, WFM integrations, reporting, and other key CX capabilities 
• Partner with Enterprise Architecture to ensure CCaaS strategy aligns with broader IT and digital initiatives 
• Define and embed security, compliance, and regulatory standards (GDPR, HIPAA, PCI-DSS, FCC, Ofcom, DOT) into all transformation programs 
• Establish KPIs, metrics, and governance frameworks to measure adoption, success, and business value 
• Ensure consistent, scalable, and repeatable platform adoption across regions and client programs 

 

Commercial & Go-to-Market Enablement 

• Align CCaaS strategy with BPO pricing models, commercial objectives, and revenue growth 
• Provide executive guidance on solutioning strategies for strategic client engagements, RFPs, and enterprise initiatives 
• Translate technology trends into business value narratives for executive leadership through regular innovation briefings 

Vendor & Ecosystem Strategy 

• Own the enterprise CCaaS vendor strategy, including platform selection, rationalization, long-term partnerships, and licensing optimization 
• Influence vendor roadmaps and innovation to align with organizational CX transformation objectives 
• Ensure platform utilization, consumption, and investment deliver enterprise efficiency and value 

 

Security, Risk & Compliance Strategy 

• Define enterprise CCaaS security, privacy, and compliance strategy 
• Ensure security-by-design and privacy-by-design principles are embedded in all platforms 
• Partner with Security, Risk, and Legal teams to proactively manage regulatory and operational risks 

 

Executive Engagement & Thought Leadership 

• Act as a strategic advisor to executive leadership on CX technology trends, transformation opportunities, and risk management 
• Drive cross-functional collaboration between Technology, Operations, and Commercial teams 
• Represent the organization externally as a thought leader in CCaaS strategy and enterprise CX transformation 

 

Qualifications 

Required 

• Bachelor’s degree in IT, Engineering, or related field; Master's Degree preferred 
• 10+ years of experience in CX technology, telecom, or consulting 
• 5+ years in enterprise strategy, transformation, or architecture roles 
• Proven experience defining and governing enterprise CCaaS or UC strategies 
• Deep knowledge of major CCaaS platforms (Genesys Cloud, NICE CXone, etc.), UCaaS, CPaaS, and cloud-native architectures 
• Demonstrated ability to drive large-scale transformation initiatives and govern adoption across multiple regions 
• Exceptional executive communication, influence, and stakeholder management skills 

 

Preferred 

• Experience in BPO or large-scale service organizations 
• CCaaS, architecture, or transformation certifications 
• Experience operating in global, matrixed organizations