About the Role
We are looking for an experienced Associate Director to lead and scale our CPaaS and Conversational AI initiatives. This role is a mix of strategy, client leadership, solutioning, and team management, working closely with enterprise clients and internal stakeholders to drive growth and innovation.
Key Responsibilities
- Own and drive the CPaaS and Conversational AI business vertical, including growth strategy and execution
- Lead large enterprise engagements across WhatsApp, SMS, RCS, Voice, and AI-driven chat platforms
- Work closely with Sales, Product, and Engineering teams to design scalable conversational solutions
- Act as a subject matter expert for Conversational AI, chatbots, automation, and omnichannel communication
- Manage client relationships, ensure delivery excellence, and drive customer satisfaction
- Identify new business opportunities, upsell/cross-sell, and contribute to revenue growth
- Mentor and manage high-performing teams across solutioning, delivery, and account management
- Stay updated with market trends, competitors, and emerging technologies in CPaaS and AI
Required Skills & Expertise
- Strong hands-on experience in CPaaS platforms (WhatsApp Business API, SMS, Voice, RCS, IVR, etc.)
- Deep understanding of Conversational AI, chatbots, NLP, NLU, and automation workflows
- Experience working with GenAI-powered conversational systems is a strong plus
- Proven ability to lead enterprise-level client engagements
- Strong strategic thinking, problem-solving, and decision-making skills
- Excellent communication and stakeholder management abilities
- Experience in SaaS, AI platforms, or enterprise technology solutions
Preferred Qualifications
- MBA or equivalent postgraduate degree
- Prior experience in Conversational AI / CPaaS / Customer Engagement platforms
- Exposure to global or large-scale enterprise clients
Experience building and scaling teams
