Driving the strategic technology vision for enterprise Contact Center operations, the full-time AVP of Contact Center Technology will manage the modernization and optimization of a cloud-native Contact Center ecosystem while collaborating with IT and Operations to enhance customer experience and operational efficiency, either from Nashville, TN or remotely.
Key responsibilities
Define and execute a multi-year roadmap for Genesys Cloud CX optimization and AI-enabled advancements
Lead integration of conversational AI, virtual agents, and AI-driven routing within existing cloud platforms
Ensure AI implementations are governed, auditable, secure, and compliant with industry regulations
Required qualifications
Master's degree preferred
10+ years of leadership experience in Contact Center technology and design
Proven experience leading AI vision and implementation in complex environments
Demonstrated experience with Genesys Cloud CX Platform, Avaya, and Cisco
5+ years of experience with GCP/AWS cloud architecture and design patterns
AVP of Contact Center Technology
Virtual Vocations Inc · New York, NY, USA · Remote ·
- Job type:
- Full Time