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Posted: 10/19/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Contact Center voice platform strategies, managing complex platforms, and optimizing technology ecosystems. Proven ability to influence stakeholders, develop multiyear roadmaps, and ensure alignment with operational and enterprise priorities.
Highest-signal resume keywords
Contact Center ManagementAWS-Based Contact Center ProductsProduct ManagementPlatform Strategy DevelopmentPeople Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Lead the strategy, management, optimization, and ongoing evolution of the organization’s Contact Center voice platforms and supporting technology ecosystem
- Ensure Contact Center platforms align with customer, employee, operational, and enterprise priorities
- Lead a team of platform managers, product owners, analysts, and testing professionals
- Develop and maintain long-term strategies for Contact Center voice platform evolution, modernization, and adoption
- Translate customer, agent, operational, and business needs into platform objectives, investment priorities, and multiyear roadmaps
- Serve as senior product and platform leader for large, complex platforms requiring enhancements, modernization, integrations, and conversions
- Maintain an integrated strategic backlog reflecting business value, platform health, risk, regulatory requirements, dependencies, and readiness
- Lead platform management across the Contact Center voice technology ecosystem, including AWS-based capabilities
- Provide functional leadership for Contact Center transformation initiatives
- Define transformation roadmaps and operating models
- Establish metrics and routines to monitor platform health, performance, availability, resiliency, adoption, and business outcomes
- Oversee user acceptance testing, regression testing, implementation validation, and release-readiness activities
- Coordinate production readiness, issue management, and ongoing platform optimization
- Build relationships with senior leaders and influence decisions across business, operations, product, technology, engineering, risk, and transformation organizations
- Articulate strategy, investment requirements, tradeoffs, risks, dependencies, and expected outcomes to executive and governance audiences
- Work with third-party providers to align product direction, engineering delivery, service performance, and platform outcomes
- Represent the Contact Center platform portfolio in strategic planning, prioritization, investment, and transformation discussions
- Lead, mentor, develop, recruit, engage, and retain a diverse professional team
- Establish governance for platform decisions, priorities, risks, dependencies, and escalations
- Anticipate and mitigate platform, delivery, operational, vendor, regulatory, and implementation risks
Requirements
What you’ll need- Bachelor’s degree or equivalent combination of education and relevant professional experience
- Ten or more years of experience in product management or a closely related discipline
- Ten or more years of Contact Center, customer service, or related operations experience
- Four or more years of direct people-management experience, including responsibility for developing and leading professional teams
- Demonstrated experience managing large, complex, or business-critical platforms through the full product lifecycle
- Working knowledge of Contact Center technologies, with specific experience in Amazon or AWS-based Contact Center products
- Strong understanding of software-development practices, system architecture, platform integrations, and technology-delivery processes
- Experience developing platform strategies, multiyear roadmaps, prioritized backlogs, and implementation plans
- Experience working across business, operations, product, technology, and engineering organizations
- Strong executive-level written and verbal communication skills
- Ability to influence senior executives, decision-makers, and cross-functional partners without relying solely on direct authority
- Experience working with third-party providers
- Ability to use operational data, customer insights, and platform metrics to assess performance and measure business outcomes
- Strong strategic problem-solving, negotiation, and conflict-resolution skills
- Technical proficiency sufficient to shape platform strategy and evaluate architectural considerations
- Demonstrated ability to lead and align platform management across multiple operational utilities, products, or customer segments
- Experience balancing platform transformation, operational stability, regulatory expectations, and near-term business delivery
- Experience leading through organizational and technology change, including platform adoption and operational readiness
- Ability to connect platform investments to customer experience, employee experience, risk reduction, operational efficiency, resiliency, and business value
- Ability to comply with U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct and workplace conduct and safety policies
Benefits
Comp & perks- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution and pension
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Platform IntegrationSoftware Development PracticesSystem ArchitectureOperational Data AnalysisPlatform Metrics AssessmentStrategic Problem-SolvingNegotiation SkillsConflict ResolutionTechnical ProficiencyPlatform Transformation
Soft Skills
Executive-Level CommunicationInfluencing SkillsTeam LeadershipRelationship BuildingCross-Functional Collaboration
Industry Keywords
Contact Center TechnologiesCustomer Service OperationsBusiness ValueRegulatory ComplianceOperational Efficiency