Enterprise Contact Center Platform Owner

This is a fully remote position, open to applicants in Alabama, +7 more locations.

📋 Description

• Take ownership of the enterprise contact-center platform's vision, target state, and a rolling 24–36-month roadmap for technologies such as Genesys, Pindrop, Novalvox, and others.

• Convert business-line requirements into scalable solutions for routing, self-service, agent workflows, authentication, fraud prevention, recording, quality management, workforce capabilities, analytics, and integrations.

• Establish platform standards and prioritize the lifecycle while addressing complex platform trade-offs.

• Manage demand intake and maintain a consolidated backlog for the contact-center platform across involved business lines.

• Assess competing requests and define delivery sequencing within the framework of approved funding and governance.

• Create business cases, long-term forecasts, and investment proposals.

• Oversee implementations, onboarding, acquisition integrations, migrations, upgrades, and enhancements of the ecosystem.

• Define requirements, acceptance criteria, dependencies, quality standards, and measures of production readiness.

• Provide functional guidance to delivery teams and vendors, mitigate cross-functional barriers, and authorize platform acceptance within designated authority.

• Manage service performance, resilience, remediation priorities, continuity and disaster recovery testing, access controls, recording and retention, authentication, fraud controls, and operational evidence.

• Facilitate platform-owner decisions during significant incidents and drive root-cause analysis and remediation.

• Lead vendor and financial stewardship, including setting delivery expectations, overseeing contracted work, monitoring performance, forecasting demand and expenses, optimizing licenses, managing renewals, sourcing, contracts, budgets, and investments.

• Direct cross-business governance and act as the senior subject-matter expert for the platform.

• Report on roadmap progress, customer access, agent effectiveness, adoption rates, service health, resilience, risk management, expenses, and vendor performance outcomes.

• Initiate corrective actions and assess modernization opportunities based on measurable value, readiness, and control requirements.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, Business, or a related discipline, or equivalent education combined with substantial practical experience.

• At least 10 years of progressive experience with enterprise contact-center platforms, platform or product ownership, or a combination of these areas.

• Proven experience with complex multi-business roadmaps, investment proposals, vendor-led delivery, and service outcomes in production.

• Demonstrated ability to independently resolve complex platform decisions and influence senior stakeholders in business and technology across multiple lines.

• Extensive experience with Genesys Cloud CX or a similar enterprise contact-center platform.

• Familiarity with routing, workforce or quality capabilities, integrations, reporting, security, resiliency, and platform lifecycle management.

• Experience managing fraud, authentication, voice security, agent assistance, recording, analytics, or other technologies within the contact-center ecosystem.

• Skilled in developing business cases, multi-year roadmaps, financial forecasts, sourcing recommendations, and executive-level portfolio reporting in a regulated setting.

• Proven track record in leading cross-functional delivery using Agile product practices and IT service management disciplines.

• Preferred: Genesys Cloud professional or architect certification.

• Preferred: Product Owner or Scrum certification, such as CSPO or PSPO.

• Preferred: ITIL Foundation or equivalent service management training.

• Advanced knowledge of Genesys Cloud CX capabilities, including routing, Architect flows, reporting, integrations, security, resilience, and service management concepts.

• Ability to translate business-line contact-center requirements into an enterprise platform roadmap and assess competing priorities effectively.

• Strong product management skills, encompassing discovery, outcome definition, portfolio and backlog prioritization, business case development, value measurement, lifecycle planning, and executive governance.

• Comprehensive understanding of enterprise delivery and operational practices, including Agile delivery, architecture governance, release management, incident and problem management, continuity and disaster recovery, vulnerability remediation, and production acceptance.

• Capacity to lead complex, cross-functional initiatives and influence senior stakeholders, technical teams, control owners, and vendors without direct authority.

• Strong commercial and vendor management skills.

• Knowledge of security, privacy, access, auditing, call recording and retention, payment card handling, fraud controls, and regulatory considerations.

• Exceptional written, verbal, facilitation, negotiation, and executive presentation skills.

🏝️ Benefits

• Primarily office or remote work with standard business hours.

• Secure and distraction-free remote or hybrid work environment with a reliable internet connection (cable or fiber preferred).

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.