Zafar Ahmad

Founded and scaled the CX & CCaaS Technology Practice for APAC/APJ, driving sustained revenue growth.

Forged strategic GTM partnerships with AWS, Genesys, Salesforce, Cisco, and Google, securing major enterprise wins.

Established a strong public sector footprint in Australia, delivering multiple high-value deals and active opportunities.

Delivered sales enablement workshops with cloud vendors, elevating partner and sales team capabilities.

Influenced CIOs, CTOs, and MDs with compelling value propositions, shaping executive-level decisions.

Directed RFI/RFP submissions, adoption agreements, and BAFO negotiations, ensuring compliance and competitive positioning.

Recruited, built, and mentored a high-performance sales and alliance team.

Recognized speaker and panelist at global events including AWS re:Invent, Smart Nation (Singapore), and Future of Customer Experience Technologies.

CX Technology Strategy Advisor for Apple across Southeast Asia & APAC, aligning solutions with business growth goals.
Drove vendor management, partnerships, and delivery performance across multiple regions.

Translated business drivers into CX product and technology strategy.

Set up new outsourced vendor delivery centres, expanding regional capability.

Managed escalations from Apple business units, ensuring swift resolution and stakeholder confidence.

Defined and implemented Infosec policies and security benchmarks for customer data protection.

Led pre-sales bid teams and solution architects, increasing win rates and deal velocity.

Enabled project managers, architects, and developers to improve efficiency and delivery outcomes.

Influenced executive stakeholders (CIOs, CTOs, MDs) on CX technology investment decisions.

Designed and delivered sales enablement programs for partners and regional sales leaders.

Championed digital transformation initiatives to elevate customer experience.

Contributed to measurable growth in CX adoption and outsourcing efficiencies across APAC.

• Company Overview: https://www.wipro.com
• Been a trusted advisor and consultant to the clients across Technologies- CRM, Genesys , Avaya , Nortel , Nice.
• Manage delivery/operations and address escalations.
• Provide financial and contractual oversight.
• Conduct reviews around incident and problem managements.
• Work on solution design and architecture.
• Manage the rollout, adoption and knowledge transfer on best practices on how to leverage key sales tools across the sales cycle.
• Help develop and implement a standard on-boarding program.
• Https://www.wipro.com
• As a subject matter experts and lead, executed the deployment of Genesys & Nortel across 40 contact centres.
• Identify right team across tech stacks, assign responsibilities, and enable them for success.
• Execute project charter and build a pragmatic project plan with realistic schedule & budget.
• Scope adherence and control the creep.
• Develop plans for all elements of success and address risks in timely manner.
• Manage project cadence and measure the progress.
• Adhere to stakeholder communications.
• Develop IT & UAT plans then execute them successfully with the help of project teams.
• Key technologies involved : Genesys platform, Sonus SBC, NICE WFM, In-House reporting & recording platforms.

• Company Overview: Now DXC - https://www.dxc.technology
• Involved in requirement analysis, design, development & deployment of services for the client centres across the globe.
• Managed a Pre-Sale support and helped Sales Management with Data and Analytics.
• Managed Deployment of genesys applications for Clients.
• Managed & provided support to the Contact Center technology stacks.
• Prepared proposals related to capacity utilization and future requirements.
• Help Sales team with proposals and costing.
• Conducted internal trainings on Products.
• Conduct internal trainings on Business Processes.
• Manage Client escalations and ensure preventive actions across delivery tracks.
• Organised & participated in regular meetings with client to understand & implement forecasts.
• Now DXC - https://www.dxc.technology