Associate Director, Omni Channel Orchestration Technical Lead

Strategy & Technical Roadmap Development

Partner closely with the Omnichannel Orchestration Global Capability Owner to design solutions that solve business problems, providing technical insight on what the technology can and cannot do, effort levels, and tradeoffs.

Collaborate with the Campaign Orchestration, Content Development & Deployment Technical Suite Lead and Architects to translate capability roadmaps into scalable technology architectures and development plans while assessing feasibility, constraints, dependencies, and risks.

Convert complex business requirements into clear technical specifications and executable technical work tasks.

Solution Architecture & Technical Delivery

Lead the technical team and drive work plans, building, configuration, and integration of software aligned to business needs and technology standards, including:

• Omnichannel Orchestration Solutions, enabling cross-channel journey orchestration and execution of next-best actions across customer touchpoints.
• Next-best-action and decisioning capabilities, supporting segmentation, targeting, and personalized engagement strategies.
• Integration with CRM, data platforms, and analytics systems to enable seamless orchestration and real-time customer engagement across channels.

Translate technical requirements into well-defined work for the development team, lead agile ceremonies, and ensure disciplined execution of the capability roadmap, taking ownership of complex technical challenges end to end.

Design and implement orchestration logic, decisioning logic, and rules engines that enable real-time, personalized customer engagement across channels.

Enable seamless integration between orchestration platforms, CRM systems, and data and analytics solutions to support end-to-end customer journeys.

Leverage targeting, segmentation, and decisioning capabilities to drive next-best-action strategies and personalized engagement experiences.

Optimize orchestration performance by monitoring execution, response rates, and engagement outcomes, continuously improving journey logic and decisioning strategies.

Cross-Functional Technical Leadership

Partner with business, IT security, and vendor teams to ensure the Omnichannel Orchestration team technical solutions adhere to organizational standards, security policies, and regulatory requirements.

Organize and direct vendor partners to execute technical work, ensuring alignment with capability priorities, delivery timelines, and enterprise standards.

Partner with the Technical Suite Lead, Campaign Orchestration, Content Development & Deployment, to escalate and resolve complex technical challenges that span across Global Capability teams.

Lead cross-team problem solving and resolution of technical challenges within the Global Capability team.