Enterprise Contact Center Platform Owner

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🔥 2 minutes ago

🏈 Alabama, Colorado, +6 more states – Remote

🏈 Alabama – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote 🍑 Georgia – Remote

💵 $133.5k - $213.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

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SouthState Bank

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SouthState Bank is a financial institution that offers a wide range of banking products and services. It provides personal banking solutions such as checking and savings accounts, credit cards, and online and mobile banking. The bank also offers borrowing options including personal loans, mortgages, and home equity lines of credit. Additionally, SouthState Bank provides investment services like financial and retirement planning. For businesses, it offers small business and commercial banking services, including loans, lines of credit, and cash flow management. They also provide wealth management services for personal and corporate clients.

📋 Description

• Own the enterprise contact-center platform vision, target state, and rolling 24–36-month roadmap for Genesys, Pindrop, Novalvox, and related technologies • Translate business-line needs into scalable capabilities for routing, self-service, agent workflows, authentication, fraud prevention, recording, quality management, workforce capabilities, analytics, and integrations • Establish platform standards and lifecycle priorities and resolve complex platform trade-offs • Own demand intake and the consolidated contact-center platform backlog across participating business lines • Evaluate competing requests and determine delivery sequencing within approved funding and governance parameters • Develop business cases, multi-year forecasts, and investment recommendations • Lead oversight of implementations, onboarding, acquisition integrations, migrations, upgrades, and ecosystem enhancements • Define requirements, acceptance criteria, dependencies, quality expectations, and production-readiness measures • Provide functional direction to delivery teams and vendors, resolve cross-functional barriers, and approve platform acceptance within delegated authority • Own service performance, resilience, remediation priorities, continuity and disaster-recovery testing, access controls, recording and retention, authentication, fraud controls, and operational evidence • Coordinate platform-owner decisions during significant incidents and drive root-cause remediation • Lead vendor and financial stewardship, including delivery expectations, contracted work, performance monitoring, demand and expense forecasting, license optimization, renewals, sourcing, contracts, budgets, and investments • Lead cross-business 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 • Drive corrective actions and evaluate modernization opportunities against measurable value, readiness, and control requirements

🎯 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 • 10 years of progressive experience in enterprise contact-center platforms, platform or product ownership, or a combination of these disciplines • Experience with complex multi-business roadmaps, investment recommendations, vendor-led delivery, and production service outcomes • Experience independently resolving complex platform decisions and influencing senior business and technology stakeholders across multiple business lines • Deep experience with Genesys Cloud CX or a comparable enterprise contact-center platform • Experience with 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 contact-center ecosystem technologies • Experience developing business cases, multi-year roadmaps, financial forecasts, sourcing recommendations, and executive-level portfolio reporting in a regulated environment • Experience leading cross-functional delivery through Agile product practices and IT service-management disciplines • 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 • Advanced knowledge of Genesys Cloud CX capabilities, routing, Architect flows, reporting, integrations, security, resilience, and service-management concepts • Ability to translate business-line contact-center needs into an enterprise platform roadmap and evaluate competing priorities • 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 • Ability to lead complex, cross-functional work and influence senior stakeholders, technical teams, control owners, and vendors without direct authority • Strong commercial and vendor-management capability • Understanding of security, privacy, access, audit, call recording and retention, payment-card handling, model or 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 setting with reliable internet connection (cable or fiber preferred) • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

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