Job Description
CXAi/NCRi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.
Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.
Leads the IT department, develops and implements the organizations technology strategy and ensures that all systems and services are stable, secure and scalable. This position requires strategic planning, leadership in IT management and staying current with new technology trends that can support the organizations growth.
Core Responsibilities (include, but not limited too)

Strategic IT Leadership:
Develop and implement the organizations technology roadmap in alignment with business goals
Provide leadership and guidance to the IT team and stakeholders on technology initiatives

Technology Infrastructure:
Oversee the installation, configuration and maintenance of the company’s IT infrastructure including network, servers storage and data centers. Ensures all IT operations are secure reliable and efficient

Digital Transformation & Innovation / Enterprise Architecture

• Automation & AI
• Cloud Computing
• Agile Development & Dev Ops
• Strategic Alignment
• Technology Integration
• Scalability & Sustainability

IT Support – Incident, Problem & Change Management
Oversee Level 1, Level 2 and Level 3 support teams, managing incident, problem and change management for the organization using ITIL methodologies.

Team Management:
Lead, mentor and manage the IT team fostering a culture of innovation and collaboration
Train and develop IT staff to maintain a high-performance team

Budget & Cost Control
Develop and manage the IT department budget, ensuring cost-effective solutions
Identify opportunities for IT cost savings and efficiency improvements


Security & Compliance:
Implement and maintain IT security protocols to protect sensitive data and systems
Ensure the organization complies with all relevant regulations ( ie PCI, SOC1 & 2, GPDR, ect) as well as Cybersecurity & Risk Management

Vendor Management:
Build and maintain relationships with technology vendor and service provide
Negotiate contracts and manage vendor performance to ensure the best value for the company

Project Management:
Oversee the execution of IT projects, ensuring they are delivered on time within budget and meet the required specifications
Coordinate with other departments to understand their technology needs and ensure IT solutions align with business objectives.

Disaster Recovery & Business Continuity:
Enhance and maintain our disaster recovery and business continuity plans to ensure the organizations ability to recover from IT disruptions

Key Skills & Qualifications:
Bachelors degree in Information Technology, Computer Science or a related field or relevant work experience.
6+ years of experience in IT management with at least 3 years in a leadership role.
4+ years experience in IT in a BPO environment
Strong understanding of IT infrastructure systems architecture and cybersecurity
Experience managing IT budgets contracts and vendor relationships.
Strong leadership, communication and interpersonal skills
Proven experience with project management methodologies
Experience in developing and implementing IT policies and systems that meet operational and regulatory requirements.

Preferred Certifications:
Certified Information Systems Security Professional (CISSP)
Certified Information Technology Manager (CITM)
ITIL (Information Technology Infrastructure Library) Certification