AVP - CRM & Cognitive Technologies

Job Purpose:

Lead the strategic development and management of CRM and Cognitive Technologies (AI, NLP, RPA) to enhance customer engagement and drive digital transformation.

Key Responsibilities:

• CRM Strategy: Develop and execute CRM initiatives to boost customer satisfaction and business growth.
• Cognitive Technologies: Oversee AI, ML, NLP, and RPA solutions to automate processes and deliver insights.
• Integration: Ensure seamless connectivity between CRM, cognitive tools, and enterprise systems.
• Leadership: Guide cross-functional teams and vendors to deliver projects on time and within budget.
• Adoption: Train teams and stakeholders on leveraging these technologies effectively.

Qualifications & Skills:

• Education: Bachelors in IT/Computer Science (Masters/MBA preferred).
• Experience:
  • 10+ years in IT, with 5+ years in Microsoft Dynamics CRM (techno-functional role).
  • 5+ years in AI, NLP, LLM, Speech Recognition, or RPA engineering.
• Technical Skills:
  • CRM platforms (Microsoft Dynamics), AI/ML frameworks, RPA tools.
  • System integration, budgeting, and IT governance.
• Soft Skills: Leadership, stakeholder management, strategic thinking.