Chief Technology Officer

Description :

Join us as a Chief Technology Officer (CTO) at Etech!

Role Overview :

The CTO will lead the end-to-end technology strategy, engineering, automation, cloud, and enterprise contact center technology ecosystem for Etechs global BPO & IT operations.

This role ensures all platforms are scalable, secure, compliant, and capable of delivering exceptional customer experience while supporting digital transformation across business lines.

As a servant leadership organization, Etech is committed to making a remarkable difference for each other, our customers, and our communities.

We are SOC 2, PCI-DSS, HIPAA, GDPR, and ISO certified, maintaining best-in-class security measures and compliance standards.

Key Responsibilities :

Technology & Strategy :

- Develop a 35-year technology roadmap aligned with BPO operations and IT service delivery.

- Standardize architecture across voice, chat, email, digital engagement, and back-office processes.

- Lead major transformation initiatives including cloud migration, modernization, and platform consolidation.

Contact Center Platforms :

- Own CCaaS technologies (Genesys, NICE, Five9, Amazon Connect, Talkdesk).

- Oversee IVR/IVA, voice/chat bots, routing, WFM, QM, recording, analytics, and CRM integrations.

- Ensure scalability and compliance across onshore, offshore, and WFH environments.

Engineering & Development :

- Lead application development, automation solutions, integration frameworks, and internal tools.

- Implement Agile, CI/CD, DevSecOps, microservices, and secure coding standards.

- Drive reusable digital assets and accelerators for client transitions and productivity.

Infrastructure, Security & Compliance :

- Oversee cloud, network, data center, VDI, and endpoint environments.

- Ensure strong cybersecurity posture and compliance with ISO 27001, SOC 2, PCI, GDPR, HIPAA, and COPC.

- Lead incident response, disaster recovery, business continuity, and resilience efforts.

Client-Facing Leadership :

- Support pre-sales, solution design, and RFP/RFI processes.

- Present technology strategy to clients and participate in QBRs and governance meetings.

Leadership & Governance :

- Build and lead high-performing teams across IT, engineering, DevOps, automation, and security.

- Manage technology budgets, vendor ecosystems, and drive TCO optimization.

- Promote Etechs culture of character commitments and servant leadership.

Qualifications :

- 10+ years in IT/BPO/ITES with proven leadership of large, diverse technology teams.

- Deep experience in CCaaS, cloud (AWS/Azure/GCP), automation, and secure infrastructure.

- Strong understanding of BPO operations, multi-client models, and SLA-driven delivery.

- Experience building and scaling AI/automation-led transformation programs.

Key Competencies :

- Strategic Technology Leadership.

- CX & Operations Alignment.

- Cloud, Automation & AI Expertise.

- Vendor & Stakeholder Management.

- Security & Compliance Excellence.

- Strong Communication & Executive Presence.