Job Title: Customer Centre of Excellence (CCoE) Lead 

Location: Turbhe, Navi Mumbai 

Reports To: Director, Customer CoE

Type: Full-time, Permanent 

Work Mode: 5 days work from Office 

ABOUT US

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organizations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

OUR VALUES

Partnership: we become one team and family with organisations, helping them to navigate change and stay agile.

Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.

Innovation: we bring together the right technologies and services to design solutions that work.

Passion: we are passionate about - and dedicated to - public services and improving people’s lives.

THE ROLE

The CCoE Lead plays a pivotal role in delivering high-quality customer outcomes across a blended landscape of product support, platform stability, technology troubleshooting, and customer service. This role is accountable for driving operational and technical excellence, empowering teams to work across service domains — from traditional service desk to modern SaaS/platform support.

You will lead a high-agency team capable of supporting complex systems, conducting root cause analysis, maintaining SLAs and knowledgebases, and applying GenAI and automation to improve user experience and operational efficiency. This is a hands-on leadership role combining customer empathy, service performance, and technical depth.

Key Responsibilities

• Technical Oversight: Lead multi-layered support across applications, platforms, and service infrastructure (including SaaS products, enterprise tools, customer platforms).
• Incident Ownership & Resolution: Ensure accurate triage and root-cause-led resolution of production issues, across both technology and service domains.
• Platform Support Leadership: Coordinate support across core product features, configurations, performance queries, and user onboarding/training.
• Customer Advocacy: Represent the user’s voice in triage, retros, and product improvements. Surface common pain points and influence fixes.
• GenAI & Automation Leadership: Guide the design and adoption of AI-powered workflows, triage bots, and proactive issue resolution.
• Process & Outcome Delivery: Ensure adherence to SLA/CSAT/FCR metrics with a structured focus on continuous improvement and quality assurance.
• Team Development: Coach and mentor a cross-functional support team, instilling high-agency behaviours, strong documentation habits, and technical curiosity.
• Cross-Functional Collaboration: Work closely with Engineering, Product, Service Management, and InfoSec teams to ensure coherent and secure operations.
• Knowledge Management: Ensure product support knowledge is current, reusable, and integrated into self-service and chatbot workflows.

THE IDEAL CANDIDATE

• 6+ years in customer operations, platform/product support, or technology service roles.
• Proven ability to lead blended technical-support teams (application support, ITSM, knowledge, customer service).
• Hands-on technical knowledge in areas such as:

• Application support, release and incident triage
• Familiarity with modern enterprise systems (SaaS, APIs, ITSM platforms)
• ITIL or ISO-aligned operations
• Workflow, configuration, or rule-based logic (e.g., ServiceNow, Freshservice, Jira SD)

• Experience in public sector, regulated industries or multi-region support (UK preferred).
• Comfortable engaging with stakeholders on operational, technical and product matters.
• Strong communicator with a bias toward clarity, transparency and customer outcomes.
• Mindset of proactive learning and leadership — especially in the use of AI tools and process automation.

What Success Looks Like

•  You own problems end-to-end — across tech, people and process.
• You communicate with structure and empathy — never vague, never late.
• You improve what you touch — knowledge, workflows, service experience.
• You use automation and AI to reduce effort and increase quality.
• You learn fast, coach others, and care about outcomes.

WHAT WE CAN OFFER YOU:

This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development.

Benefits include:

• Education Assistance Program
• Employee Referral Program
• Medical Insurance including Accidental Cover
• Medical Reimbursement
• Life Insurance
• 24 days annual leave

PROCESS

We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent. Please note we are office-based which requires our colleagues to be together in the office 5 days a week with flexibility around personal commitments, interests, and obligations. This ensures we have the opportunity to continuously collaborate with the whole portfolio to stay connected and grow our community.