VP, Contact Center and Voice Technology

Job Summary:

The Vice President, Contact Center, Voice and Omnichannel Technology is responsible for defining and executing the technology vision, architecture, and transformation roadmap for contact center and voice technology capabilities across the enterprise; aligned with KPs Omnichannel program.

This role provides strategic and hands on leadership to modernize platforms, enable omnichannel engagement (voice, chat, secure messaging, video, and emerging channels), and deploy advanced capabilities such as IVR modernization, conversational AI, agent assist, sentiment analysis, and call summarization - all aligned to KPs Responsible AI framework and regulatory obligations.

The Vice President acts as a key technology partner to the Omnichannel Program and works closely with digital experience leaders and contact center operations executives to ensure technology enablement aligns to business outcomes, labor considerations, and clinical reliability requirements....