- Pay
- $134–213k
- Where
- Remote Opportunity - VA, NC, SC, GA, FL, AL, TX, & CO · Remote
- Level
- Mid
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Summary
The Enterprise Contact Center Platform Owner is the senior individual contributor accountable for the enterprise contact-center technology portfolio, including Genesys, Pindrop, Novalvox, and related technologies supporting multiple business lines. The role owns the contact-center platform roadmap, lifecycle, investment recommendations, delivery priorities, service performance, resilience, and vendor outcomes to improve customer access, agent effectiveness, fraud prevention, and operational efficiency. Operating with substantial independent judgment, the position resolves complex cross-business priorities within delegated authority and presents material investment, sourcing, modernization, and risk decisions to senior leadership.
Duties & Responsibilities
Contact-Center Platform Direction and Lifecycle
Own the enterprise contact-center platform vision, target state, and rolling 24–36-month roadmap for Genesys, Pindrop, Novalvox, and related ecosystem technologies. Translate participating business lines’ needs into scalable capabilities for interaction routing, self-service, agent workflows, authentication, fraud prevention, recording, quality management, workforce capabilities, analytics, and integrations. Establish platform standards and lifecycle priorities within approved architecture and control requirements; independently resolve complex platform trade-offs within delegated authority and recommend material changes to senior leadership.
Cross-Business Demand and Investment Prioritization
Own demand intake and the consolidated contact-center platform backlog across participating business lines. Evaluate competing requests based on customer access, agent effectiveness, service impact, risk reduction, cost, capacity, architecture, and measurable business value; determine delivery sequencing within approved funding and governance parameters. Develop business cases, multi-year forecasts, and investment recommendations; present material trade-offs for approval and maintain clear ownership of benefits, dependencies, and commitments with business and technology partners.
Contact-Center Delivery and Production Readiness
Lead platform-owner oversight of complex contact-center implementations, business-line onboarding, acquisition integrations, migrations, upgrades, and ecosystem enhancements. Define requirements, acceptance criteria, dependencies, quality expectations, and production-readiness measures in partnership with business owners, architecture, engineering, operations, and control teams. Provide functional direction to delivery teams and vendors, resolve cross-functional barriers, approve platform acceptance within delegated authority, and escalate material customer, operational, financial, or risk impacts through established governance.
Service Performance, Resilience, and Controls
Own contact-center platform service performance, resilience, and remediation priorities for critical customer-facing operations. Establish service measures and validate support coverage, continuity and disaster-recovery testing, access controls, recording and retention requirements, authentication and fraud controls, and operational evidence with accountable technology and control partners. Coordinate platform-owner decisions during significant incidents, escalate material…