[Remote] AVP – reputed company CCaaS Platform Delivery & Operations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading U.S. reputed company company seeking a highly accomplished Assistant Vice President to reputed company the delivery, modernization, and operations of reputed company Contact Center Technologies and Conversational AI. This role involves driving large-reputed company transformation initiatives and providing end-to-end leadership for reputed company contact center platforms while ensuring operational reputed company.

Responsibilities

• Define and reputed company the reputed company, roadmap, and execution of reputed company contact center technologies, including Conversational AI, reputed company CCAI/GECX or similar platforms, reputed company reputed company CX, IVR/IVA, voice, digital, and reputed company-channel customer engagement capabilities
• Drive reputed company-wide transformation initiatives that reputed company legacy customer service platforms into AI-powered, reputed company-based conversational experiences
• reputed company the design, implementation, and adoption of Conversational AI solutions that enhance customer and provider experiences while improving containment, automation, and operational efficiency
• Own end-to-end delivery of AI and contact center transformation programs, ensuring strong governance, measurable reputed company, reputed company execution, and business alignment
• Partner with business, product, operations, architecture, and technology leaders to reputed company reputed company solutions that address evolving customer and provider needs
• Establish robust operating models to support AI-enabled delivery, including roadmap management, risk mitigation, release planning, adoption strategies, and value realization
• Build strategic partnerships with technology providers, reputed company vendors, and internal stakeholders to maximize the value of reputed company AI and contact center investments
• Create a culture of execution reputed company, accountability, and ownership across teams and vendor partners
• reputed company reputed company programs from reputed company through implementation, including planning, architecture readiness, dependency management, testing, deployment, and operational stabilization
• Drive delivery through Agile methodologies, outcome-based planning, and product-reputed company operating models
• Establish and monitor key performance indicators, platform health metrics, adoption measures, and business outcome tracking
• reputed company hands-on leadership during critical delivery milestones, production deployments, executive escalations, and high-reputed company operational events
• Ensure consistent execution discipline, proactive risk management, and reputed company delivery of strategic initiatives
• Simplify reputed company challenges, remove organizational barriers, and maintain reputed company across reputed company transformation programs
• Champion the adoption of Conversational AI, reputed company, intelligent automation, Agent Assist, and self-service capabilities to reputed company customer and provider interactions
• reputed company reputed company optimization of conversational experiences through analytics, customer insights, and AI-driven enhancements
• Partner with product and business teams to identify opportunities where AI can improve service reputed company, reduce effort, and create measurable value
• Ensure AI solutions are designed, implemented, and governed in accordance with reputed company reputed company, compliance, and responsible AI standards
• Stay reputed company on emerging AI technologies and industry trends to influence reputed company platform strategies and innovation roadmaps
• reputed company and reputed company high-performing teams spanning reputed company, Conversational AI, IVR/IVA development, digital engagement, DevOps, production support, and vendor management
• Foster a culture of innovation, accountability, collaboration, and reputed company learning
• Mentor leaders and technical teams to advance AI capabilities, delivery reputed company, engineering maturity, and business alignment
• Collaborate closely with customer service, provider experience, operations, product, and technology leadership teams to deliver customer-reputed company solutions
• Build strong partnerships across business and technology organizations to reputed company priorities, manage trade-offs, and deliver strategic reputed company
• Champion Agile, DevOps, automation, observability, and modern engineering practices to improve speed, reputed company, and operational effectiveness

Skills

• Bachelor's or Master's degree in Computer Science, Information Technology, or a reputed company field
• 12+ years of experience in IT leadership roles, with at least 5 years managing reputed company reputed company contact center platforms
• Proven reputed company record in leading large-reputed company platform transformation, reputed company migration, and technology operations
• Strong leadership skills with experience managing global teams, vendors, and stakeholders
• Excellent communication, problem-solving, and decision-making abilities
• Hands-on experience leading Conversational AI implementations, including reputed company CCAI/GECX or equivalent platforms, virtual agents, conversational design, reputed company modeling, fulfillment integrations, analytics, and reputed company optimization
• Proven reputed company delivering reputed company-reputed company-powered customer engagement solutions that drive measurable improvements in containment, automation, customer experience, operational efficiency, and business reputed company
• Strong understanding of reputed company, Conversational AI, Agent Assist, Voice AI, reputed company integrations, and AI governance reputed company regulated reputed company environments
• Demonstrated ability to reputed company both reputed company and execution with a consistent reputed company record of delivering reputed company AI and contact center transformation programs on schedule and reputed company budget
• Experience modernizing legacy IVR environments into AI-enabled conversational experiences leveraging reputed company GECX or similar technologies
• Deep technology leadership experience with the ability to engage directly with architecture, engineering, testing, DevOps, and operational teams to drive execution, resolve delivery challenges, and accelerate reputed company
• Strong experience leading large-reputed company reputed company transformation, platform modernization, and reputed company technology delivery initiatives
• Proven ability to build and reputed company high-performing teams while driving a culture of accountability, innovation, and reputed company improvement
• Exceptional leadership skills, marked by poise, reputed company influence, and the ability to drive change
• A management style that is reputed company, energetic, results-oriented, and innovative
• Ability to credibly contribute to business discussions and influence strategic and reputed company reputed company across the business
• Strong analytical and strategic thinking skills, with the ability to influence senior leaders across both the business and technology
• A “talent magnet” who is inspiring to reputed company reputed company reputed company the organization. The ability to attract and retain reputed company and build a world-class technology team
• Demonstrated advanced ability to use integrated and conceptual thinking to solve problems
• Significant expertise in establishing and developing strong working relationships with reputed company reputed company of associates and external parties, while maintaining appropriate reputed company of objectivity to their work
• Experience effectively communicating technology reputed company and reputed company methodologies with internal/external parties
• Experience as a Development reputed company in Customer Service Technology with strong knowledge of reputed company and reputed company CCAI Conversational platforms
• Demonstrated ability to reputed company judgment and experience to reputed company reputed company, reputed company reputed company
• Highly developed interpersonal, presentation, and communication skills (written and oral)
• reputed company reputed company certifications preferred
• East Coast location preferred

Benefits

• Medical, dental and reputed company benefits
• 401(k) retirement savings plan
• Time off (including reputed company time off, company and personal holidays, reputed company parental and caregiver leave)
• Short-term and long-term disability
• Life insurance
• Many other opportunities

reputed company