Hinduja Global Solutions (HGS), a global provider of technology services, cybersecurity, consulting, digital customer experience (CX), and applied artificial intelligence (AI) business process management (BPM), has announced the launch of its latest digital innovation center in Waterloo, Ontario. The facility will focus on AI-enabled customer engagement and data analytics, reinforcing HGS’s strategy to advance digital transformation and create high-value employment opportunities in one of Canada’s most dynamic technology regions.
Scheduled to open on May 15, 2025, the Waterloo center will serve as a hub for the delivery of AI-powered, cloud-based, and analytics-driven customer service solutions. The center is designed to enhance omnichannel engagement capabilities, supporting global clients in improving service efficiency and customer satisfaction through advanced automation and data insights.
According to Savita Jones, Senior Vice President – North America Operations at HGS, “Waterloo offers an ideal environment for innovation-driven growth, with its concentration of over 1,000 technology companies and its strong academic and entrepreneurial ecosystem. The region aligns well with our goal of building a high-performance, digitally enabled customer experience network.”
The new facility is anticipated to create up to 150 new roles spanning various disciplines, including artificial intelligence, automation, data analytics, IT support, bilingual customer service operations, talent management, human resources, engineering, operations management, as well as administrative and support services.HGS places strong emphasis on employee development, with structured training and upskilling programs designed to equip its workforce with the tools and knowledge required for future-ready digital operations.
The expansion in Waterloo aligns with the city’s standing as a center of excellence for research, innovation, and workforce development. With institutions such as the University of Waterloo and Wilfrid Laurier University, the region provides a strong foundation of talent and industry collaboration that supports the company’s long-term strategic objectives. In addition to job creation, HGS plans to engage with the local community through educational partnerships, skills development programs, and collaborative innovation efforts intended to strengthen Waterloo’s role in the global digital economy.
HGS is a global leader in enhancing the customer experience lifecycle, driving digital transformation, and delivering business process management and digital media solutions. Its core BPM operations integrate automation, analytics, and artificial intelligence with deep industry expertise to provide digital customer experience, back-office processing, contact center, and human resource outsourcing services. The company’s digital media arm, NXTDIGITAL, is India’s leading integrated digital delivery platform, offering satellite, digital cable, and broadband services to over six million customers across 1,500 cities and towns. A part of the Hinduja Group, HGS operates with a “globally local” strategy and employs 18,169 professionals across 10 countries and 33 delivery centers, serving some of the world’s top brands across industries. For the fiscal year ending March 31, 2024, HGS reported a total income of Rs 5,087.8 crore (US$ 614.4 million).
