Vice President Contact Center

Truliant Federal Credit Union•Winston-Salem, NC

11d•Onsite

About The Position

The Vice President Contact Center provides strategic and operational leadership for Truliant’s omni‑channel contact center, with a strong focus on AI‑enabled member experience, digital engagement, and operational efficiency. This role is responsible for setting and executing the future‑state vision of the contact center across voice, web chat, email, and SMS, while ensuring an exceptional, consistent, and secure member experience. A key priority of this position is leading the adoption of artificial intelligence to enhance agent performance, improve member satisfaction, optimize capacity, and reduce cost to serve, while ensuring responsible, compliant, and transparent use of AI technologies. As a member of the Senior Management Team (SMT), the VP plays a critical role in advancing Truliant’s mission of meeting the financial needs of its member‑owners through scalable, data‑driven, and technology‑enabled service delivery.

Requirements

Must have a sound understanding of standard concepts, practices, procedures, regulations, and compliance requirements within a member contact center environment, as well as services offered by the credit union.
Must have knowledge of regulatory expectations related to member communications, data privacy, consumer protection, and operational risk.
Must have the proven ability to balance exceptional member experience with operational performance and financial outcomes.
Must be able to lead and motivate teams and foster a culture of accountability, engagement, and continuous improvement.
Must have a deep understanding of modern contact center operations, omni‑channel service delivery, and digital member experience.
Must have strong knowledge of web chat, conversational AI, virtual agents, agent assist tools, intelligent routing, analytics, and workflow automation.
Must have the ability to apply technology effectively to financial products and service delivery to improve efficiency, scalability, and member outcomes.
Must possess the ability to communicate, initiate, and lead change, maintaining a positive attitude while explaining and supporting organizational decisions, directions, and procedures.
Must have strong project management and multi‑tasking skills, with the ability to manage multiple initiatives concurrently and meet time‑sensitive deadlines.
Must be flexible and able to shift resources and priorities as business needs evolve.
Must have excellent communication skills in English, both verbal and written.
Must possess superior interpersonal skills and the ability to work effectively with diverse personalities at all organizational levels, including executive leadership and the Board of Directors.
Must be tactful, mature, flexible, and compassionate leadership style.
Must have strong financial acumen, including budgeting, forecasting, and ROI analysis.
Must be resourceful, well organized, and detail‑oriented.
Must have good reasoning abilities and sound judgment.
Must have the ability to make recommendations and resolve problems using judgment consistent with standards, practices, policies, procedures, and applicable laws and regulations.
Must be able to maintain confidentiality at all times.
Should possess a strong commitment to providing excellent service to Truliant’s members and employees.
Bachelor’s degree in Business, Finance, Technology, or a related field required; Master’s degree or advanced degree preferred.
Minimum of 7–10 years of progressive leadership experience in contact center, customer experience, or digital service environments.
Prior senior leadership experience required.
Must have experience with consultative sales management processes and practices.
Must have demonstrated experience leading AI adoption or digital transformation in a contact center or customer experience environment.
Must have a proven track record of product, process, or technology development and implementation.

Nice To Haves

Experience with Genesys Cloud CX and related AI capabilities preferred
Experience with AI‑enabled contact center platforms, digital channels, vendor management, and large‑scale transformation initiatives strongly preferred.

Responsibilities

Serves as a member of the Senior Management Team (SMT), contributing to enterprise strategy and long-term planning related to member experience, service delivery, and digital transformation.
Defines and executes the contact center vision and roadmap, aligning people, process, technology, and data with overall member access and growth strategies.
Establishes governance, policies, and performance frameworks to ensure regulatory compliance, operational resilience, data security, and ethical AI use.
Leads the design, implementation, and optimization of AI capabilities, including virtual assistants, agent assist tools, intelligent routing, predictive analytics, and automation.
Manages the transition from voice-first to digital-first member interactions while ensuring seamless escalation to live agents.
Partners with IT, Digital, Data, Risk, and Compliance teams to deploy AI technologies that improve efficiency while maintaining trust and transparency.
Defines and monitors success metrics for AI and operational performance, including containment, handle time, quality, productivity, and member satisfaction.
Oversees day-to-day contact center operations across all channels, ensuring service levels, quality standards, and KPIs are consistently achieved.
Drives performance across key metrics, including service level, member satisfaction, quality, productivity, attrition, digital adoption, first contact resolution, and cost to serve.
Leverages analytics and insights to optimize staffing models, scheduling, workflows, and channel mix.
Ensures a consistent, high-quality, bilingual (English/Spanish) member experience across all contact center touchpoints.
Provides executive oversight of contact center platforms and partners, including Genesys Cloud CX and its AI and analytics capabilities.
Manages vendor relationships, including evaluation, negotiation, and contract oversight to support scalability, innovation, and cost efficiency.
Stays current on emerging technologies, AI trends, and best practices to continuously improve performance and member outcomes.
Develops and manages the contact center budget, including operating expenses, technology investments, and vendor costs.
Owns financial and operational performance, identifying risks, barriers, and opportunities while ensuring ROI and long-term sustainability.
Builds and leads a high-performing leadership team, driving change management and successful adoption of new technologies and processes.
Fosters a culture of continuous improvement, accountability, and member-centricity while overseeing workforce planning, hiring, performance management, and employee development.
Perform additional duties and special projects as assigned.