AVP – CRM & Cognitive Technologies

Role Purpose

To lead the strategic planning, development, and management of the organization’s Cognitive Technologies and Customer Relationship Management (CRM) platforms. This role plays a pivotal part in driving digital transformation by leveraging technologies such as Artificial Intelligence (AI), Machine Learning (ML), Natural Language Processing (NLP), Speech Recognition, and Robotic Process Automation (RPA) to enhance customer engagement, operational efficiency, and decision-making capabilities.

Key Responsibilities

• CRM Strategy & Execution
  • Define and execute a forward-looking CRM strategy to enhance customer experience and engagement across all touchpoints.
  • Oversee the design, customization, and enhancement of Microsoft Dynamics CRM platforms.
• Cognitive Technology Leadership
  • Lead the engineering and deployment of AI/ML, NLP, Speech Recognition, and RPA solutions that automate, optimize, and elevate enterprise operations.
  • Drive the development and integration of AI-powered applications that streamline workflows and deliver real-time, data-driven insights.
• Enterprise Integration & Adoption
  • Ensure seamless integration of CRM and cognitive technologies with existing enterprise systems and applications.
  • Champion user adoption through targeted change management and training initiatives across business functions.
• Project & Program Management
  • Lead cross-functional teams to deliver CRM and cognitive tech projects on time, within scope and budget.
  • Collaborate with internal stakeholders (IT, operations, sales, customer service, marketing) and external vendors to align solutions with organizational goals.
  • Provide executive reporting, including strategic updates, project milestones, and risk mitigation plans to senior leadership.
• Innovation & Automation
  • Identify high-impact opportunities for intelligent automation across the customer journey.
  • Support digital-first transformation in customer service, marketing automation, sales enablement, and predictive analytics.

Qualifications & Experience

• Education
  • Bachelor's degree in Information Technology, Computer Science, or related field (mandatory)
  • Master’s degree or MBA is preferred
• Work Experience
  • Minimum 10 years of experience in Information Technology, with a strong focus on digital transformation
  • At least 5 years of hands-on engineering experience in NLP, AI/ML, LLM models, speech recognition, and RPA technologies
  • 5+ years of techno-functional expertise with Microsoft Dynamics CRM or similar enterprise CRM platforms
  • Proven track record in leading large-scale digital initiatives and transformation programs in complex, matrixed organizations

Key Competencies & Skills

• Strong leadership and strategic thinking
• Deep expertise in cognitive computing and automation platforms
• Solid understanding of enterprise CRM architecture and integration
• Excellent project and program management skills
• Stakeholder management and vendor collaboration
• Exceptional communication and executive presentation skills
• Agile mindset with a drive for innovation and continuous improvement