Enterprise Contact Center Platform Owner

SouthState Bank

. Own the enterprise contact-center platform vision, target state, and rolling 24–36-month roadmap for Genesys, Pindrop, Novalvox, and related technologies .

Posted 11/12/2026full-timeRemote • United StatesSeniorLead💰 $133,533 - $213,307 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced capabilities in managing enterprise contact-center platforms, including Genesys Cloud CX, with a focus on strategic roadmap development, vendor management, and cross-functional delivery. Proficient in translating business needs into scalable solutions while ensuring compliance with security and regulatory standards.

Highest-signal resume keywords

Genesys Cloud CX ExpertiseEnterprise Contact-Center Platform ManagementCross-Functional Delivery LeadershipBusiness Case DevelopmentVendor Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Routing CapabilitiesWorkforce ManagementQuality ManagementPlatform Lifecycle ManagementFraud PreventionAnalyticsIntegrationsAgile Product PracticesService ManagementProduction Acceptance

Soft Skills

Exceptional Written CommunicationVerbal CommunicationFacilitation SkillsNegotiation SkillsExecutive Presentation Skills

Tools & Technologies

GenesysPindropNovalvoxCloud TechnologiesIT Service Management Tools

Certifications & Qualifications

Genesys Cloud Professional CertificationProduct Owner Certification (CSPO or PSPO)ITIL Foundation Certification

Industry Keywords

Contact-Center EcosystemRegulated EnvironmentSecurity and Privacy StandardsDisaster RecoveryOperational Evidence

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own the enterprise contact-center platform vision, target state, and rolling 24–36-month roadmap for Genesys, Pindrop, Novalvox, and related technologies
Translate business-line needs into scalable capabilities for routing, self-service, agent workflows, authentication, fraud prevention, recording, quality management, workforce capabilities, analytics, and integrations
Establish platform standards and lifecycle priorities and resolve complex platform trade-offs
Own demand intake and the consolidated contact-center platform backlog across participating business lines
Evaluate competing requests and determine delivery sequencing within approved funding and governance parameters
Develop business cases, multi-year forecasts, and investment recommendations
Lead oversight of implementations, onboarding, acquisition integrations, migrations, upgrades, and ecosystem enhancements
Define requirements, acceptance criteria, dependencies, quality expectations, and production-readiness measures
Provide functional direction to delivery teams and vendors, resolve cross-functional barriers, and approve platform acceptance within delegated authority
Own service performance, resilience, remediation priorities, continuity and disaster-recovery testing, access controls, recording and retention, authentication, fraud controls, and operational evidence
Coordinate platform-owner decisions during significant incidents and drive root-cause remediation
Lead vendor and financial stewardship, including delivery expectations, contracted work, performance monitoring, demand and expense forecasting, license optimization, renewals, sourcing, contracts, budgets, and investments
Lead cross-business governance and serve as the senior platform subject-matter authority
Report roadmap progress, customer access, agent effectiveness, adoption, service health, resilience, risk, expense, and vendor outcomes
Drive corrective actions and evaluate modernization opportunities against measurable value, readiness, and control requirements

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, Business, or a related field, or equivalent combination of education and significant practical experience
10 years of progressive experience in enterprise contact-center platforms, platform or product ownership, or a combination of these disciplines
Experience with complex multi-business roadmaps, investment recommendations, vendor-led delivery, and production service outcomes
Experience independently resolving complex platform decisions and influencing senior business and technology stakeholders across multiple business lines
Deep experience with Genesys Cloud CX or a comparable enterprise contact-center platform
Experience with routing, workforce or quality capabilities, integrations, reporting, security, resiliency, and platform lifecycle management
Experience overseeing fraud, authentication, voice-security, agent-assist, recording, analytics, or other contact-center ecosystem technologies
Experience developing business cases, multi-year roadmaps, financial forecasts, sourcing recommendations, and executive-level portfolio reporting in a regulated environment
Experience leading cross-functional delivery through Agile product practices and IT service-management disciplines
Genesys Cloud professional or architect certification preferred
Product Owner or Scrum certification, such as CSPO or PSPO, preferred
ITIL Foundation or equivalent service-management training preferred
Advanced knowledge of Genesys Cloud CX capabilities, routing, Architect flows, reporting, integrations, security, resilience, and service-management concepts
Ability to translate business-line contact-center needs into an enterprise platform roadmap and evaluate competing priorities
Advanced product-management capability, including discovery, outcome definition, portfolio and backlog prioritization, business-case development, value measurement, lifecycle planning, and executive governance
Strong command of enterprise delivery and operational practices, including Agile delivery, architecture governance, release management, incident and problem management, continuity and disaster recovery, vulnerability remediation, and production acceptance
Ability to lead complex, cross-functional work and influence senior stakeholders, technical teams, control owners, and vendors without direct authority
Strong commercial and vendor-management capability
Understanding of security, privacy, access, audit, call recording and retention, payment-card handling, model or fraud controls, and regulatory considerations
Exceptional written, verbal, facilitation, negotiation, and executive presentation skills

Benefits

Comp & perks

Primarily office or remote work with standard business hours
Secure and distraction-free remote or hybrid work setting with reliable internet connection (cable or fiber preferred)
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions