Lead the Future of Customer Experience Transformation

Tech Mahindra is seeking an experienced Transformation Engagement Director to lead a high-profile Contact Centre and Customer Experience (CX) transformation program for a major Australian telecommunications organisation.

This is a strategic, client-facing leadership role where you'll be accountable for driving delivery outcomes across multiple workstreams spanning AI, Automation, AWS, Salesforce, Contact Centre Technology, Analytics, and Change Management. You'll work closely with senior business and technology stakeholders, leading cross-functional teams across Australia, India, and the Philippines to deliver measurable business outcomes.

About the Role

As the Transformation Engagement Director, you will own end-to-end program delivery, client engagement, governance, and commercial outcomes.

Success in this role requires a proven ability to lead large-scale transformations, manage executive stakeholder relationships, drive delivery against fixed timelines, and proactively remove blockers to maintain momentum.

Key Responsibilities

Program Delivery

- Lead end-to-end delivery across CX transformation initiatives including:
- Voice Automation
- Conversational AI & Chat
- Agent Assist Solutions
- Knowledge Management
- Analytics & Insights Platforms
- Drive sprint planning, reviews, backlog management, and delivery governance.
- Maintain program plans, RAID logs, reporting dashboards, and stage-gate deliverables.
- Identify and mitigate delivery risks before they impact program outcomes.

Executive Stakeholder Management

- Serve as the primary delivery contact for client Operations, Technology, and Executive Leadership teams.
- Facilitate program governance forums, steering committees, and executive reviews.
- Provide transparent communication on program progress, risks, and dependencies.




- Build trusted relationships while navigating complex stakeholder environments.
- Lead multidisciplinary teams across onshore and offshore locations.
- Align technical and business workstreams to ensure successful program execution.
- Foster accountability, high performance, and effective escalation management.

Commercial Management

- Deliver against agreed program milestones and commercial commitments.
- Manage change requests and scope control processes.
- Protect delivery outcomes while ensuring robust client satisfaction.

About You

We're looking for a transformation leader who combines strong program delivery expertise with exceptional stakeholder management skills.

You'll bring:

- 8+ years' experience leading technology and business transformation program.
- Proven delivery experience within Contact Centre, CX, Customer Service, Digital, or AI transformation environments.
- Strong expertise in Agile, Hybrid, or large-scale program delivery methodologies.
- Experience engaging with senior client stakeholders, including Operations, Technology, and Executive leadership teams.
- Ability to manage large, cross-functional delivery teams across multiple geographies.
- Commercial acumen and experience delivering within consulting, managed services, or transformation environments.

Highly Regarded

- Exposure to AWS and/or Salesforce ecosystems.
- Experience within Telecommunications, Utilities, or Financial Services sectors.
- PMP, PRINCE2, SAFe, or equivalent program management certifications.

Why Join Tech Mahindra?

At Tech Mahindra, you'll have the opportunity to work on complex, enterprise-scale transformation program that shape the future of customer experience.

As part of our organisation, you'll collaborate with industry-leading experts across AI, automation, digital transformation, and customer operations while helping some of Australia's largest organisations accelerate their transformation journeys.

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📌 Transformation Engagement Director (City of Sydney)
🏢 Tech Mahindra
📍 City of Sydney