AVP of Contact Center Technology

Job Summary

Driving the strategic technology vision for enterprise Contact Center operations, the full-time AVP of Contact Center Technology will manage the modernization and optimization of a cloud-native Contact Center ecosystem while collaborating with IT and Operations to enhance customer experience and operational efficiency, either from Nashville, TN or remotely.

Key responsibilities

• Define and execute a multi-year roadmap for Genesys Cloud CX optimization and AI-enabled advancements
• Lead integration of conversational AI, virtual agents, and AI-driven routing within existing cloud platforms
• Ensure AI implementations are governed, auditable, secure, and compliant with industry regulations

Required qualifications

• Master's degree preferred
• 10+ years of leadership experience in Contact Center technology and design
• Proven experience leading AI vision and implementation in complex environments
• Demonstrated experience with Genesys Cloud CX Platform, Avaya, and Cisco
• 5+ years of experience with GCP/AWS cloud architecture and design patterns