Enterprise Contact Center Platform Owner

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Summary

The Enterprise Contact Center Platform Owner is the senior individual contributor accountable for the enterprise contact-center technology portfolio, including Genesys, Pindrop, Novalvox, and related technologies supporting multiple business lines. The role owns the contact-center platform roadmap, lifecycle, investment recommendations, delivery priorities, service performance, resilience, and vendor outcomes to improve customer access, agent effectiveness, fraud prevention, and operational efficiency. Operating with substantial independent judgment, the position resolves complex cross-business priorities within delegated authority and presents material investment, sourcing, modernization, and risk decisions to senior leadership.

Duties & Responsibilities

Contact-Center Platform Direction and Lifecycle

• Own the enterprise contact-center platform vision, target state, and rolling 24–36-month roadmap for Genesys, Pindrop, Novalvox, and related ecosystem technologies. Translate participating business lines’ needs into scalable capabilities for interaction routing, self-service, agent workflows, authentication, fraud prevention, recording, quality management, workforce capabilities, analytics, and integrations. Establish platform standards and lifecycle priorities within approved architecture and control requirements; independently resolve complex platform trade-offs within delegated authority and recommend material changes to senior leadership.

Cross-Business Demand and Investment Prioritization

• Own demand intake and the consolidated contact-center platform backlog across participating business lines. Evaluate competing requests based on customer access, agent effectiveness, service impact, risk reduction, cost, capacity, architecture, and measurable business value; determine delivery sequencing within approved funding and governance parameters. Develop business cases, multi-year forecasts, and investment recommendations; present material trade-offs for approval and maintain clear ownership of benefits, dependencies, and commitments with business and technology partners.

Contact-Center Delivery and Production Readiness

• Lead platform-owner oversight of complex contact-center implementations, business-line onboarding, acquisition integrations, migrations, upgrades, and ecosystem enhancements. Define requirements, acceptance criteria, dependencies, quality expectations, and production-readiness measures in partnership with business owners, architecture, engineering, operations, and control teams. Provide functional direction to delivery teams and vendors, resolve cross-functional barriers, approve platform acceptance within delegated authority, and escalate material customer, operational, financial, or risk impacts through established governance.

Service Performance, Resilience, and Controls

• Own contact-center platform service performance, resilience, and remediation priorities for critical customer-facing operations. Establish service measures and validate support coverage, continuity and disaster-recovery testing, access controls, recording and retention requirements, authentication and fraud controls, and operational evidence with accountable technology and control partners. Coordinate platform-owner decisions during significant incidents, escalate material impacts, and drive root-cause remediation and recurring-problem resolution through designated service owners and support teams.

Vendor and Financial Stewardship

• Lead vendor and financial stewardship for the contact-center technology portfolio. Establish vendor delivery and service expectations, prioritize contracted work, monitor performance, forecast platform demand and expense, and identify license optimization and cost-avoidance opportunities. Develop renewal, sourcing, contract, budget, and investment recommendations; participate in negotiations and recommend service remedies or provider changes through established procurement, legal, risk, and executive approval channels.

Governance and Measurable Contact-Center Outcomes

• Lead cross-business contact-center platform governance and serve as the senior platform subject-matter authority. Report roadmap progress, customer access, agent effectiveness, adoption, service health, resilience, risk, expense, and vendor outcomes; distinguish technology performance from business-owned operating results. Maintain transparent decisions and accountabilities, drive agreed corrective actions, and evaluate modernization opportunities against measurable value, implementation readiness, and control requirements.

• It is the responsibility of this role to take ownership of all tasks and challenges that they encounter in the operation of their assigned position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Qualifications

Education Requirements

•  Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, Business, or a related field, or equivalent combination of education and significant practical experience.

Minimum Experience

• 10 years of progressive experience in enterprise contact-center platforms, platform or product ownership, or a combination of these disciplines, including responsibility for complex multi-business roadmaps, investment recommendations, vendor-led delivery, and production service outcomes.
• Demonstrated experience independently resolving complex platform decisions and influencing senior business and technology stakeholders across multiple business lines, with material customer, operational, financial, and risk impact.
• Deep experience with Genesys Cloud CX or a comparable enterprise contact-center platform, including routing, workforce or quality capabilities, integrations, reporting, security, resiliency, and platform lifecycle management.
• Experience overseeing fraud, authentication, voice-security, agent-assist, recording, analytics, or other technologies integrated with a contact-center ecosystem; experience with Pindrop and Novalvox preferred.
• Experience developing business cases, multi-year roadmaps, financial forecasts, sourcing recommendations, and executive-level portfolio reporting in a regulated environment; banking or financial-services experience preferred.
• Experience leading cross-functional delivery through Agile product practices and IT service-management disciplines, including incident, problem, change, release, and vendor management.

Licenses & Certifications

•  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 preferred.

Additional Physical Demands

•  Primarily office or remote work with standard business hours; occasional evening or weekend work may be required for planned releases, resilience testing, or significant issue resolution.

Knowledge, Skills, & Abilities

• Enterprise contact-center platform ownership across interaction routing, self-service, agent workflows, authentication, voice security, recording, quality management, workforce capabilities, analytics, and supporting integrations.
• Advanced knowledge of Genesys Cloud CX capabilities, routing, Architect flows, reporting, integrations, security, resilience, and service-management concepts; working knowledge of Pindrop, Novalvox, and adjacent technologies preferred.
• Ability to translate business-line contact-center needs into an enterprise platform roadmap, evaluate competing priorities, and connect technology investments to customer access, agent effectiveness, operational resilience, risk reduction, and financial value.
• Advanced product-management capability, including discovery, outcome definition, portfolio and backlog prioritization, business-case development, value measurement, lifecycle planning, and executive governance.
• Strong command 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.
• Demonstrated ability to lead complex, cross-functional work and influence senior business leaders, technical teams, control owners, and vendors without direct authority; resolves competing priorities and drives timely decisions.
• Strong commercial and vendor-management capability, including service-level oversight, license optimization, demand forecasting, renewal planning, performance remediation, and sourcing recommendations.
• Uses portfolio, service, financial, risk, adoption, and experience metrics to identify trends, evaluate results, and direct corrective action or future investment.
• Deep understanding of security, privacy, access, audit, call recording and retention, payment-card handling, model or fraud controls, and other regulatory considerations applicable to enterprise contact-center platforms.
• Exceptional written, verbal, facilitation, negotiation, and executive presentation skills; communicates complex issues, options, risks, trade-offs, and recommendations in clear business language.

• Demonstrates sound judgment, structured analysis, accountability, disciplined follow-through, and the ability to operate effectively through ambiguity and significant business impact.

Physical Demands and Work Environment

Physical Demands

• Ability to communicate in person, on the phone, and through electronic channels

• Ability to use a computer on a frequent basis, including typing and sustained attention to a monitor
• Ability to sit, walk, and/or stand for extended periods of time

• Ability to bend and reach

Work Environment

• Office: If the position reports to a physical Company location, the setting will be a typical office environment.
• Remote or hybrid: For remote or hybrid positions, a secure and distraction-free setting is required, with a reliable internet connection (cable or fiber preferred, mobile hotspots not acceptable).  Hybrid positions will report to a physical Company location, as directed by the manager, and that setting will be a typical office environment.

In accordance with Colorado and Virginia law: Pay for this position is anticipated to be between $133,533.00 - $213,307.00 , actual offers to be determined based on applicant’s skills, experience and education.While the anticipated deadline for the job posting is 12-12-2026, we encourage you to submit your application as we may still consider qualified candidates beyond this date.

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Equal Opportunity Employer, including disabled/veterans.