VP, Contact Center Technology

What you'll do

• Define the technology roadmap for scalable cloud infrastructure to support omnichannel strategies like voice, chat, and SMS.
• Optimize telephony platforms by assessing capabilities, addressing adoption gaps, and improving system configurations.
• Manage technology spend across CCaaS, CRM, and AI/IVR platforms to ensure cost-efficiency and ROI.
• Transform complex customer journey data into actionable strategies to improve agent performance and reduce friction.
• Integrate telephony, AI-powered self-service, and CRM systems to create seamless agent desktops.
• Utilize workforce engagement tools and data insights to improve key metrics like Average Handle Time and First Call Resolution.
• Manage vendor relationships and mentor technical teams to ensure system reliability and security.
• Lead, coach, and develop a high-performing team aligned with organizational goals and operational excellence.

What we're looking for

• Bachelor's Degree in Information Technology or a similar field is required.
• Experience working in a similar field is required if a degree is not held.
• Deep understanding of telephony, cloud-based networking, and contact center infrastructure is required.
• Expertise in Genesys platforms is highly preferred.
• Experience supporting multi-channel contact center platforms including voice, SMS, chat, and social media is required.
• Proven ability to design and optimize omnichannel customer journeys and manage inbound/outbound campaigns is required.
• Experience in the Mortgage industry is preferred.
• Proficiency with Microsoft Office applications and strong communication skills are required.