VP, Contact Center Technology

loanDepot•Irvine, CA

10h•Onsite

About The Position

Responsible for the strategic direction, implementation, and optimization of technology systems that drive customer service efficiency, including CCaaS platforms, CRM, AI/IVR tools, and omnichannel solutions. This leader bridges operational needs with technical infrastructure to enhance agent performance and customer experience.

Requirements

Bachelor’s Degree required in Information Technology or similar field, and/or a minimum of twelve (12) + years’ experience working in a similar field.
Deep understanding of telephony, cloud-based networking, and contact center infrastructure; Genesys expertise highly preferred.
Experience supporting multi-channel contact center platforms, including voice, SMS, chat, and social media channels (e.g., WhatsApp, Facebook, X, etc.).
Proven ability to design and optimize omnichannel customer journeys.
Hands-on experience with outbound and inbound campaign management, including segmentation, routing, and performance tracking.
Experience in the Mortgage industry preferred.
Travel 10% + of time required.
Proficient with Microsoft Office applications: Word, Excel, PowerPoint, Outlook, and Teams.
Ability to interpret data and apply basic to intermediate math skills.
Exceptional verbal, written and interpersonal communication skills.
Solid problem-solving skills with a practical, solution-focused approach.

Responsibilities

Defines the technology roadmap, ensuring scalable cloud infrastructure (e.g., Genesys Cloud) supports omnichannel strategies (voice, chat, SMS, email).
Leads the optimization of the telephony platform, conducts a holistic assessment of capabilities, adoption gaps, and configuration opportunities to maximize ROI and system impact.
Manages technology spend across CCaaS, CRM, AI/IVR, and omnichannel platforms by monitoring usage, identifying cost-reduction opportunities, optimizing licensing, and ensuring investments deliver measurable value and operational efficiencies.
Transforms complex operational, telephony, and customer journey data into clear, actionable strategies that enhance agent performance, reduces friction points, elevates overall customer experience and drives revenue.
Manages the integration of telephony, AI-powered self-service (IVA), and CRM systems to create seamless agent desktops and improve customer journeys.
Leverages workforce engagement tools and data-driven insights to improve KPIs such as Average Handle Time (AHT) and First Call Resolution (FCR).
Re-evaluates success metrics and governance mechanisms to determine effectiveness of system enhancements and data-driven initiatives, ensuring technology investments directly support organizational goals and operational excellence.
Mentors technical teams and manage relationships with vendors to ensure system reliability and security.
Fosters strong relationships with cross-functional teams to ensure initiatives are successfully delivered and innovation prioritized, while managing multiple priorities.
Leads, coaches, and develops a high-performing team by providing clear direction, ongoing feedback, and opportunities for growth, ensuring alignment with organizational goals and operational excellence.
Facilitates collaboration and creates a positive team environment through initiatives that address team dynamics, builds cohesion, and promotes growth.
Performs other duties and projects assigned.