VP, Contact Center Technology

Job description

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 physical health Generous paid time off for both exempt and non-exempt positions About loanDepot: loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this roles is between $182,000 and $251,000. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location. We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.