AVP of Contact Center Technology

Responsibilities

• Define and execute a multi-year roadmap for Genesys Cloud CX optimization, AI, and Agentic AI-enabled Contact Center advancement.
• Lead and align Cisco UCCE footprint to overall Contact Center strategy.
• Lead integration of conversational AI, virtual agents (CCAI), real-time agent assist, and AI-driven routing within existing cloud platforms.
• Embed AI capabilities within CRM systems to enable intelligent, multi-intent customer engagement and context persistence.
• Align Contact Center innovation with enterprise cloud strategy (AWS/GCP).
• Drive deployment of AI-powered voice and digital agents capable of automated task execution with appropriate human-in-the-loop safeguards.
• Oversee integration of AI decisioning engines for prioritization, stratification, sentiment analysis, and next-best-action.
• Ensure AI implementations are governed, auditable, secure, and compliant (HIPAA, PCI).
• Lead strategy and resolution of complex, enterprise-scale technical challenges.
• Guide modernization of digital messaging, omnichannel engagement, and inbound/outbound routing architecture.
• Oversee microservices, API-first integration, and CI/CD pipelines supporting Contact Center platforms.
• Ensure system resiliency, scalability, and performance across AI-enabled cloud environments.
• Establish governance frameworks for responsible AI adoption in regulated healthcare settings.
• Serve as executive advisor on Contact Center and CRM technology strategy.
• Identify emerging technologies that enhance operational performance and customer experience.

Requirements

• Masters Preferred
• 10+ years of Contact Center leadership experience including information technology design experience including systems, applications or architecture
• Proven experience leading AI vision, strategy and implementation in complex Contact Center environments working alongside Technology, Operations, and Business executives
• Demonstrated experience with Genesys Cloud CX Platform, Avaya, Cisco a must
• Healthcare Operations, Strategic Planning and Vendor management experience
• 5+ years of experience with GCP/AWS cloud architecture, framework and design patterns
• 5+ years of experience in working with teams building microservices
• 5+ years of experience building conversational intelligence tools like Google Dialog Flow
• Experience supporting a phone, email, online or digital contact center environment