VP, Customer Contact Administration

Genstone Realty•Farmers Branch, TX

12h•Hybrid

About The Position

The VP of Customer Contact Administration owns the enterprise strategy, architecture, and operating model for Fay’s customer contact technologies. This role has primary accountability for the NICE CXone platform and its ecosystem of integrations by ensuring contact center capabilities across voice and digital channels enable exceptional customer experiences, regulatory-compliant operations, and scalable growth across multiple business units within the company. This position has responsibility for platform administration and engineering, vendor and contract management, information security, controls, and the roadmap for automation, AI, and analytics. Partnering closely with Contact Center Operations leaders, this role establishes standards and governance, including integration and cross-business alignment for workforce management (WFM), quality management (QM) practices, and tooling to deliver measurable improvements in service levels, quality, cost-to-serve and employee experience.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent combination of years of experience with High School diploma/GED)
10+ years of progressive experience in contact center technology (CCaaS) and customer experience platforms
5+ years in enterprise administration/ engineering leadership
Deep expertise with NiCE CXone (or comparable CCaaS), including Studio scripting, IVR/call flow design, omnichannel routing, WFM/ QM, analytics, and outbound dialer strategy
5+ years’ experience managing people and leading teams
Strong technical background in cloud architecture concepts, APIs/ integrations, identity and access management, and data/ telemetry for operational reporting
Demonstrated ability to lead cross-functional programs and govern change in highly regulated environments; experience partnering with InfoSec, Risk, and Compliance
Prior experience managing budgets, contracts, and vendors
Strong project management skills with the ability to effectively lead matrix teams
Strong skills and experience in MS Word, Excel, and PowerPoint
Strong verbal and written communication skills; ability to translate technical details into business impact
Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization to influence stakeholders and drive required results
Strong business acumen; strong fiscal and technical aptitude
Effective management skills to include talent selection, training, coaching, mentorship, and performance management
Strength of leadership with proven ability to foster an environment of positive employee engagement and trust
Demonstrated ability to quickly establish credibility, coupled with for recognizing and supporting the organization’s culture, values, and priorities
Collaborative and consultative work style
Able to manage and lead change; agile; high learning agility
Client-focused with strong execution skills and a results orientation; able to link to business needs with tactical execution and results
Strong analytical skills coupled with sound judgement; strong problem-solving abilities
Ability to analyze and interpret data to identify opportunities and propose solutions
Strong attention to detail; strong quality and compliance orientation
Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management for self and team
Self-directed; ability to proactively surface questions, opportunities, issues, and concerns
Professional maturity, integrity, ability to maintain confidential data and information

Nice To Haves

Master’s degree preferred

Responsibilities

Owns the enterprise strategy, architecture, and operating model for Fay’s customer contact technologies.
Has primary accountability for the NICE CXone platform and its ecosystem of integrations.
Ensures contact center capabilities across voice and digital channels enable exceptional customer experiences, regulatory-compliant operations, and scalable growth.
Platform administration and engineering.
Vendor and contract management.
Information security, controls, and the roadmap for automation, AI, and analytics.
Establishes standards and governance in partnership with Contact Center Operations leaders.
Ensures integration and cross-business alignment for workforce management (WFM) and quality management (QM) practices and tooling.
Delivers measurable improvements in service levels, quality, cost-to-serve and employee experience.