Enterprise Contact Center Platform Owner

Role overview This senior individual contributor owns the direction and day-to-day stewardship of an enterprise contact-center technology portfolio serving multiple business lines. The work covers platform strategy, investment priorities, delivery oversight, service resilience, and vendor performance, with decisions shaped by customer access, agent effectiveness, fraud prevention, operational needs, and risk.

Responsibilities - Set the platform vision, target state, and rolling 24–36-month roadmap for contact-center systems and related technologies. - Consolidate demand across business lines, assess competing requests, sequence work within approved funding, and track expected benefits and dependencies. - Develop business cases, forecasts, and investment recommendations, presenting significant trade-offs to senior leadership. - Oversee implementations, onboarding, integrations, migrations, upgrades, and enhancements; define acceptance and production-readiness expectations with partner teams. - Monitor service performance and resilience, and coordinate platform-owner decisions during significant incidents and remediation. - Manage vendor expectations, contracted work, service outcomes, license use, renewals, and sourcing recommendations.

Requirements - Strong experience leading complex, cross-functional technology work and influencing senior business, technical, control, and vendor stakeholders without direct authority. - Commercial and vendor-management skills, including service-level oversight, demand forecasting, renewal planning, and performance remediation. - Ability to use portfolio, service, financial, risk, adoption, and experience measures to guide decisions and corrective action. - Knowledge of contact-center security, privacy, access controls, recording and retention, payment-card handling, fraud controls, and relevant regulatory considerations. - Familiarity with delivery, architecture governance, release management, incident and problem management, continuity, and production acceptance. - Clear communication, facilitation, negotiation, and executive presentation skills, with sound judgment and disciplined follow-through.

Benefits and work setup The listing describes office, remote, or hybrid work arrangements; remote and hybrid work requires a secure, distraction-free setting and reliable internet, and hybrid attendance is directed by the manager. The anticipated pay range is $133,533–$213,307, with offers based on qualifications and other factors.