VP, Contact Center Technology

### Description *Position at loanDepot* **Position Summary:** 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 **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. **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. **Why work for #teamloanDepot:** - Competitive compensation package based on experience, skillset and overall fit for #TeamloanDepot. - Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive - Work with other passionate, purposeful, and customer-centric people - Extensive internal growth and professional development opportunities including tuition reimbursement - Comprehensive benefits package including Medical/Dental/Vision - Wellness program to support both mental and physic…