Name: Rohan Khanna
Title: Group Executive, Technology
Company: Probe CX
Commenced role: July 2017
Reporting line: Chief Executive Officer
Member of the executive team: Yes
Technology Function: 190 staff, six direct reports
Founded more than 40 years ago in Melbourne, Probe CX has evolved into a leading customer experience organisation. The company acquired five businesses within five years and expanded from 1,200 to 19,000 staff, with offices around the globe.
For group executive, technology Rohan Khanna, this significant growth necessitated a comprehensive technology transformation program and the integration of not only the technology but the entire enterprise, encompassing 11 functions.
The transformation was driven by several key business needs including the acquisition of five businesses, requiring scalable and flexible enterprise architecture. The post-COVID hybrid workforce had new requirements, with up to 50 per cent of employees seeking flexible work conditions. The need to enhance security posture and digital innovation was also central to the transformation, as well as the integration of 14 technology teams, necessitating a clearly articulated vision, goals, and governance.
Some key projects within the transformation program included:
Cloud modernisation program: Consolidated data centres across four countries, reducing the number from 13 to 4, with a goal to achieve a cloud-only presence by 2025.
Zero Trust Network rollout: Optimised SD-WAN, eliminating 100 per cent of VPNs and segmenting every customer to strengthen security and address post-COVID hybrid work risks.
Enterprise ecosystem integration: Utilised OKTA, Zero Trust, Workday, Active Directory, asset management, and key SaaS applications for cohesive integration.
Service delivery transformation: Reskilled staff, rearchitected ITSM automation, and enhanced user experience (UX).
Zero Touch onboarding and offboarding: Improved compliance and SaaS cost management, eliminating the need for human intervention in enterprise-wide accounts.
Chromebook rollout enterprise mobility program: Enhanced the hybrid workplace environment.
Telecom carrier transformation: Introduced Bring Your Own Cloud (BYOC) and enabled TLS 1.2 across five global locations, simplifying voice services and improving redundancy.
The program led to significant outcomes for the business including technology SLAs improving from 82.7 per cent to 94.6 per cent and uptime resilience increasing by 66 per cent, resulting in a significant productivity and commercial upside. There was a 34 per cent reduction in operating expenses while modernising the environment and Cloud footprint growth from 40 per cent to over 85 per cent, improving security and employee experience.
Probe CX was recognised as one of the first scaled BPO to achieve a Zero Trust Network, enhancing security posture for hybrid work.
The implementation of a flexible work-from-home model, powered by Workday, Chromebooks, BYOX, Zero Trust, and OKTA, boosted productivity and performance.
For Probe CX, the transformation delivered significant commercial benefits, including an improved EBITDA position, increased resilience, and a competitive edge. The company’s technology transformation has garnered press attention, accolades, and awards, positioning it as a leader in the industry. Employees feel empowered, with record times for security audits and strong performance in industry rankings.
Leading through change
Under Khanna’s leadership, Probe CX has undergone remarkable changes. The IT team grew from 12 staff to over 190, and the company expanded from 1,200 to 19,000 employees across five countries in just five years.
As M&A Lead, he spearheaded the integration of all functions, consulting with executives across entities to benchmark and optimise each function. The most significant challenge was merging two entities with 6,500 and 8,500 staff during the COVID-19 pandemic, completing 150 projects over 14 months..
Probe CX’s technology team places a strong emphasis on culture, inclusiveness, and diversity. Key indicators of this include:
45% of IT staff promoted from within the business.
An average IT staff tenure of 5.7 years, significantly higher than industry norms.
A gender pay gap of just 13.5 per cent, with 32 per cent of the workforce being women.
The company’s all-women cybersecurity team reached the semi-finals of the Wicked6 cyber hacking competition.
The IT team achieved recognition as finalists in the Australian Institute of Project Management (AIPM) Awards and the Global Genesys CX Innovation Awards and Probe CX was recognised in the Computerworld ‘Best Places to Work in IT’ awards
Former Probe CX Group CEO Andrew Hume credits Khanna for his role in the group’s expansion.
“Having previously worked with Rohan, I invited him to join the Probe business to lead digital and technology, a critical role in bringing to life our vision of building the leading APAC CX service provider,” says Hume. “Rohan has proven skills in framework design and complex program execution – from technology transformation to scaled M&A integration. Rohan consistently delivered and did so with precision and passion. His teams always demonstrated high engagement – my biggest success criteria.”
Title: Group Executive, Technology
Company: Probe CX
Commenced role: July 2017
Reporting line: Chief Executive Officer
Member of the executive team: Yes
Technology Function: 190 staff, six direct reports
Founded more than 40 years ago in Melbourne, Probe CX has evolved into a leading customer experience organisation. The company acquired five businesses within five years and expanded from 1,200 to 19,000 staff, with offices around the globe.
For group executive, technology Rohan Khanna, this significant growth necessitated a comprehensive technology transformation program and the integration of not only the technology but the entire enterprise, encompassing 11 functions.
The transformation was driven by several key business needs including the acquisition of five businesses, requiring scalable and flexible enterprise architecture. The post-COVID hybrid workforce had new requirements, with up to 50 per cent of employees seeking flexible work conditions. The need to enhance security posture and digital innovation was also central to the transformation, as well as the integration of 14 technology teams, necessitating a clearly articulated vision, goals, and governance.
Some key projects within the transformation program included:
Cloud modernisation program: Consolidated data centres across four countries, reducing the number from 13 to 4, with a goal to achieve a cloud-only presence by 2025.
Zero Trust Network rollout: Optimised SD-WAN, eliminating 100 per cent of VPNs and segmenting every customer to strengthen security and address post-COVID hybrid work risks.
Enterprise ecosystem integration: Utilised OKTA, Zero Trust, Workday, Active Directory, asset management, and key SaaS applications for cohesive integration.
Service delivery transformation: Reskilled staff, rearchitected ITSM automation, and enhanced user experience (UX).
Zero Touch onboarding and offboarding: Improved compliance and SaaS cost management, eliminating the need for human intervention in enterprise-wide accounts.
Chromebook rollout enterprise mobility program: Enhanced the hybrid workplace environment.
Telecom carrier transformation: Introduced Bring Your Own Cloud (BYOC) and enabled TLS 1.2 across five global locations, simplifying voice services and improving redundancy.
The program led to significant outcomes for the business including technology SLAs improving from 82.7 per cent to 94.6 per cent and uptime resilience increasing by 66 per cent, resulting in a significant productivity and commercial upside. There was a 34 per cent reduction in operating expenses while modernising the environment and Cloud footprint growth from 40 per cent to over 85 per cent, improving security and employee experience.
Probe CX was recognised as one of the first scaled BPO to achieve a Zero Trust Network, enhancing security posture for hybrid work.
The implementation of a flexible work-from-home model, powered by Workday, Chromebooks, BYOX, Zero Trust, and OKTA, boosted productivity and performance.
For Probe CX, the transformation delivered significant commercial benefits, including an improved EBITDA position, increased resilience, and a competitive edge. The company’s technology transformation has garnered press attention, accolades, and awards, positioning it as a leader in the industry. Employees feel empowered, with record times for security audits and strong performance in industry rankings.
Leading through change
Under Khanna’s leadership, Probe CX has undergone remarkable changes. The IT team grew from 12 staff to over 190, and the company expanded from 1,200 to 19,000 employees across five countries in just five years.
As M&A Lead, he spearheaded the integration of all functions, consulting with executives across entities to benchmark and optimise each function. The most significant challenge was merging two entities with 6,500 and 8,500 staff during the COVID-19 pandemic, completing 150 projects over 14 months..
Probe CX’s technology team places a strong emphasis on culture, inclusiveness, and diversity. Key indicators of this include:
45% of IT staff promoted from within the business.
An average IT staff tenure of 5.7 years, significantly higher than industry norms.
A gender pay gap of just 13.5 per cent, with 32 per cent of the workforce being women.
The company’s all-women cybersecurity team reached the semi-finals of the Wicked6 cyber hacking competition.
The IT team achieved recognition as finalists in the Australian Institute of Project Management (AIPM) Awards and the Global Genesys CX Innovation Awards and Probe CX was recognised in the Computerworld ‘Best Places to Work in IT’ awards
Former Probe CX Group CEO Andrew Hume credits Khanna for his role in the group’s expansion.
“Having previously worked with Rohan, I invited him to join the Probe business to lead digital and technology, a critical role in bringing to life our vision of building the leading APAC CX service provider,” says Hume. “Rohan has proven skills in framework design and complex program execution – from technology transformation to scaled M&A integration. Rohan consistently delivered and did so with precision and passion. His teams always demonstrated high engagement – my biggest success criteria.”
