VP, CX Technology

Vice President, CET Practice

Customer Experience Technology Practice

Location: Global / Remote

Reports To: Senior Vice President, Technical Products & Services

Position Summary

Concentrix is seeking a commercially minded, client-facing leader to serve as Vice President, CET Practice within our Technical Products & Services organization. This role will lead the growth of our Customer Experience Technology (CET) practice, shaping market offerings, strengthening partner alignment, and helping position Concentrix as a trusted transformation partner for clients modernizing customer service, contact center, and broader CX capabilities.

The Vice President will work closely with sellers, go-to-market leaders, technology partners, and internal Centers of Excellence (COEs) to define, articulate, and sell differentiated offerings in the CX technology space. The role requires a strong understanding of the CX market, platform ecosystems, and how enterprises deploy solutions such as Microsoft Dynamics, Google CX, NICE, Genesys, and Salesforce to improve experience, efficiency, and business outcomes.

This leader must bring experience scaling technology-enabled businesses, with accountability for both growth and P&L performance. The role is not a delivery ownership role, but it does require enough delivery understanding to shape practical, executable solutions, support pursuits credibly, and align growth strategy with operational realities. The ideal candidate will also understand the growing impact of AI in the CX space and be able to clearly communicate Concentrix’s AI strategy, platform approach, and service offerings to clients, partners, and internal stakeholders.

Core Mission

• Grow Concentrix’s Customer Experience Technology practice by building compelling, market-relevant offerings and driving platform-led demand.
• Partner with sellers, GTM teams, COEs, and alliance partners to shape client conversations, accelerate pursuits, and improve win rates.
• Translate evolving CX and AI market trends into practical solutions, thought leadership, and commercial growth.
• Own practice performance with a balanced focus on revenue growth, profitability, partner relevance, and client impact.

Scope of Responsibility

Commercial & Practice Growth Leadership

• Lead the strategy and growth plan for the CET practice, including offerings, target industries, partner plays, and revenue priorities.
• Identify whitespace opportunities in the market and convert emerging client needs into scalable service propositions.
• Shape practice business plans, pipeline strategy, and investment priorities to support sustainable growth and profitability.

GTM & Sales Enablement

• Work closely with sellers and go-to-market leaders to support account strategy, client messaging, and solution positioning in active pursuits.
• Articulate the value of Concentrix offerings in a way that resonates with business, operations, and technology decision-makers.
• Support strategic deals through executive presentations, capability storytelling, partner-backed solutions, and differentiated value propositions.

Partner & Ecosystem Leadership

• Build and deepen strategic relationships with key technology partners across the CX ecosystem.
  • Microsoft Dynamics 365 and Contact Center
  • Google Customer Engagement Suite / Google CX
  • NICE CXone
  • Genesys Cloud CX
  • Salesforce Service Cloud and broader CX ecosystem
• Collaborate with partner organizations on joint go-to-market motions, solution development, enablement, and pipeline creation.

AI & Market Leadership

• Maintain a strong point of view on how AI is reshaping customer service, contact center modernization, knowledge, routing, automation, and agent experience.
• Help define and communicate Concentrix’s AI strategy and offerings in the CX technology space, including practical use cases and commercial value.
• Represent the practice credibly with clients, partners, and internal leaders as a market-facing thought leader.

Client & Delivery Alignment

• Bring enough delivery understanding to ensure offerings and proposed solutions are executable, scalable, and aligned to real client environments.
• Partner with COEs and delivery teams to align market promises with implementation realities, while remaining focused primarily on practice growth rather than delivery execution.
• Act as an executive bridge across sales, practice, partner, and delivery stakeholders to accelerate decisions and improve client confidence.

Financial & Practice Management

• Own practice-level financial outcomes, including growth, bookings influence, margin awareness, and investment trade-offs.
• Monitor the health of the practice through pipeline quality, partner contribution, offering maturity, and financial performance indicators.
• Drive disciplined prioritization of investments, enablement, and market development activities to improve practice scale and profitability.

Required Experience & Qualifications

• 15–20+ years of progressive leadership in technology-enabled services, platform-led businesses, consulting, or digital transformation environments.
• Demonstrated success leading or scaling technology-enabled businesses with responsibility for growth, commercial outcomes, and P&L performance.
• Strong client-facing experience, including executive conversations, solution shaping, and support for strategic sales pursuits.
• Experience working cross-functionally with sellers, practices, COEs, alliance teams, and delivery organizations in matrixed environments.
• Track record of building market-relevant offerings and translating platform capabilities into client value propositions.

Technical & Domain Breadth

• Strong understanding of the customer experience landscape, including contact center, CRM, workflow, automation, analytics, and digital engagement.
• Working knowledge of leading CX technology ecosystems, including Microsoft Dynamics 365, Google Customer Engagement Suite, NICE CXone, Genesys Cloud CX, and Salesforce Service Cloud.
• Solid understanding of AI use cases in CX, including self-service, agent assist, intelligent routing, summarization, quality monitoring, analytics, and workflow automation.
• Ability to connect technology platform capabilities to measurable business outcomes such as growth, efficiency, customer satisfaction, and experience transformation.

Executive & Operational Capabilities

• Executive presence with the ability to influence senior client stakeholders, internal leadership teams, and strategic partners.
• Commercially astute, with a strong understanding of growth levers, portfolio economics, and solution profitability.
• Able to operate effectively across ambiguity, build alignment quickly, and move opportunities from concept to commercial action.
• Strong communication and storytelling skills, with the ability to simplify complex technology and AI concepts for client and seller audiences.

Success Measures

• Growth in CET practice pipeline, bookings influence, and revenue contribution.
• Stronger seller confidence and improved win rates for CX technology-led pursuits.
• Expanded partner engagement, joint solutions, and market visibility across priority platforms.
• Clear articulation and adoption of AI-led CX offerings that resonate with client needs and market demand.
• Healthy practice economics with disciplined investment choices and improved profitability.

Education & Preferred Qualifications

• Bachelor’s degree in Business, Technology, Engineering, or related field; advanced degree preferred or equivalent experience.
• Experience in enterprise consulting, business transformation, CX technology services, or platform-led solution environments.
• Preferred experience working with Fortune 500 or similarly complex enterprise clients.
• Useful but not mandatory: partner ecosystem exposure, alliance management experience, and familiarity with AI-led transformation programs.

Work Model & Travel

• Global/remote role with flexibility to support sellers, partners, and clients across time zones.
• Travel as needed for client meetings, partner engagements, internal planning, and major go-to-market events.

Why Join Concentrix

This role offers a unique opportunity to shape and grow a strategic practice at the intersection of customer experience, technology, and AI. As Vice President, CET Practice, you will help define how Concentrix brings together platform partnerships, market-facing offerings, and client transformation priorities to drive growth in one of the most dynamic areas of enterprise technology. You will have the visibility, partner access, and commercial mandate to influence strategy, accelerate go-to-market success, and help clients modernize how they serve and engage their customers.

The base salary range for this position is $210000- $250000, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

• The deadline for applying for this position is May 22, 2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.

Physical and Mental Requirements


The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
• Spanish

Accommodation

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting View email address on jobs.institutedata.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE .