The ICT Expert in this stream is responsible for architecting cloud-enabled service delivery models, including Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), Business Process Outsourcing (BPO), and Contact Center-as-a-Service (CCaaS) for enterprise and public sector clients.

• Design and present modular service-based solutions: CRM, UCaaS, omnichannel CCaaS, PSA platforms, HRMS, and managed BPO stacks.
• Map client operational models to suitable SaaS/PaaS platforms and define integration frameworks.
• Develop business cases with ROI, pricing tiers, and customer journey improvements.
• Interface with delivery and outsourcing teams to align service blueprints with capacity, SLAs, and operational handover.
• Customize BPO/CCaaS offerings for government, banking, health, or retail verticals.

• Bachelor’s in IT/IS or related; certifications (AWS, Azure, ITIL) a plus.
• 5+ years in SaaS/BPO/CCaaS design and transformation.

Skills:

• Strong grasp of subscription/SaaS models, SLAs, service tiers.
• Platform knowledge: Salesforce, Zoho, Genesys, Zendesk, Talkdesk.