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Job Description
The Director, BPO Practice Development at Intelisys plays a pivotal role in launching and scaling the company's Business Process Outsourcing (BPO) practice. This role is responsible for building the BPO practice from the ground up, driving revenue growth through new business development, and serving as the primary BPO subject matter expert (SME).
As the BPO landscape rapidly evolves, this leader will collaborate closely with the CX Practice to ensure our solutions integrate human capital with advanced technology-specifically Contact Center as a Service (CCaaS), Agentic AI, and intelligent automation. By understanding the fundamentals of AI in the call center environment and the broader BPO market, the Director will deliver a holistic, end-to-end "People + Platform" strategy for technology advisors and their clients.
Essential Responsibilities
The Director will architect and launch the Intelisys BPO practice, defining go-to-market strategies and service offerings focused on global call center outsourcing, back-office processing, and managed services. A key component of this role involves partnering with the CX Practice leadership to align human-capital BPO solutions with technology-driven CX platforms, emphasizing the integration of Agentic AI to create a unified strategy. The Director will own the comprehensive business and marketing plan for the BPO practice, including revenue targets, offshore/nearshore growth strategies, and market positioning in an AI-driven era.
Building and maintaining strategic relationships with global BPO providers is crucial, ensuring a robust portfolio of labor and service delivery partners who are adopting next-generation AI tools. The Director will lead the development of BPO-specific education for technology advisors, focusing on identifying BPO opportunities and how they complement existing CX technology sales, including AI agents. Furthermore, this role will drive brand authority through original content focused on BPO trends, such as the impact of Agentic AI on workforce management, the shift to "Impact Sourcing," and global labor market dynamics.
The Director will continuously research emerging BPO trends and shifts in global delivery centers to maintain a competitive advantage, keeping a pulse on how AI is transforming business operations. Supporting strategic partnerships with sales partners to identify large-scale outsourcing opportunities and drive high-contract-value revenue is also a primary responsibility. Additionally, the Director will assess and optimize the end-to-end sales and solution engineering process specifically for BPO engagements, while managing and developing direct reports as the practice scales.
Reporting Relationships
Relationship Type
Details
Direct Supervision
Reports directly to the VP, Advanced Technology & Transformation.
Supervises
Manages BPO Practice Specialists and associated support roles.
Internal Collaboration
Works in lockstep with the Director of CX Practice to ensure BPO services and CX technologies are sold as a cohesive solution.
External Contact
Maintains daily contact with BPO suppliers, technology advisors, and executive management.
Required Credentials
Requirement Area
Qualifications
Education & Experience
Bachelor's Degree or equivalent practical experience in BPO operations, business administration, or global sourcing.
BPO & AI Knowledge
Proven experience in the BPO or call center industry, with a solid understanding of workforce management (WFM), global labor dynamics, and the fundamentals of AI applications in contact centers (e.g., Agentic AI, chatbots, automation).
Sales & Growth
Experience in business development, practice leadership, or strategic sales, preferably within the BPO, outsourcing, or technology channel.
Strategic Alignment
Demonstrated ability to understand and articulate how human-capital solutions integrate with CCaaS, CRM, and AI/Automation tools to deliver comprehensive customer experiences.
Practice Building
Experience contributing to the growth or launch of new business initiatives, service lines, or practice areas.
Communication
Strong presentation and communication skills; able to articulate the value proposition of modern, AI-enabled outsourcing to stakeholders.
Software
Proficient in CRM tools and standard office software (e.g., Microsoft Office Suite).
Compensation:
Base Range : $105,000 - $115,500 and total compensation range $150,000 - $165,000
Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer.
For non-sales roles and sales roles with a variable component, total compensation reflects both a base salary and variable targets.
While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.
ScanSource, Inc. is an Equal Opportunity Employer
EOE/M/F
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.