AVP of Contact Center Technology

Classification: Direct Hire

Contract Length: N/A

Position Summary

The Asst Vice President – Contact Center Technology will be part of the team in Nashville, TN or Remotely. Parallon is seeking a transformational technology executive to serve as AVP of Contact Center Technology, responsible for establishing and directing the strategic technology vision for enterprise Contact Center operations.

This leader will drive modernization and optimization of a cloud-native Contact Center ecosystem (Genesys Cloud CX) across multiple lines of business. The role includes advancing conversational AI, Agentic AI, CRM-integrated workflow automation, and intelligent routing technologies to elevate customer experience, operational efficiency, and compliance performance in a large healthcare enterprise.

The AVP will partner across IT and Operations to ensure Contact Center platforms meet or exceed business objectives while enabling disciplined, scalable integration of AI into voice, digital, and CRM workflows. The AVP should have a well-balanced background in core telephony infrastructure, network operations, and software development/support processes, along with senior-level management experience and strong executive presence.

The AVP should be a creative and driven executive who will lead a technology transformation with a large-scale team of stakeholders in a fast-paced environment. The AVP should have awareness of and experience with overcoming technical challenges in the areas of digital messaging, call routing (inbound/outbound), API integration, incorporating CCAI (virtual agent), PCI compliance and others. Oversee and direct technology guidance and objectives in the Contact Center with organizational entities including; CRM, Workforce Management, Data Analytics and Quality.

Responsibilities?

• Define and execute a multi-year roadmap for Genesys Cloud CX optimization, AI, and Agentic AI-enabled Contact Center advancement.
• Lead and align Cisco UCCE footprint to overall Contact Center strategy.
• Lead integration of conversational AI, virtual agents (CCAI), real-time agent assist, and AI-driven routing within existing cloud platforms.
• Embed AI capabilities within CRM systems to enable intelligent, multi-intent customer engagement and context persistence.
• Align Contact Center innovation with enterprise cloud strategy (AWS/GCP).
• Drive deployment of AI-powered voice and digital agents capable of automated task execution with appropriate human-in-the-loop safeguards.
• Oversee integration of AI decisioning engines for prioritization, stratification, sentiment analysis, and next-best-action.
• Ensure AI implementations are governed, auditable, secure, and compliant (HIPAA, PCI).
• Lead strategy and resolution of complex, enterprise-scale technical challenges.
• Guide modernization of digital messaging, omnichannel engagement, and inbound/outbound routing architecture.
• Oversee microservices, API-first integration, and CI/CD pipelines supporting Contact Center platforms.
• Ensure system resiliency, scalability, and performance across AI-enabled cloud environments.
• Establish governance frameworks for responsible AI adoption in regulated healthcare settings.
• Serve as executive advisor on Contact Center and CRM technology strategy.
• Identify emerging technologies that enhance operational performance and customer experience.

Requirements

• Masters Preferred
• 10+ years of Contact Center leadership experience including information technology design experience including systems, applications or architecture
• Proven experience leading AI vision, strategy and implementation in complex Contact Center environments working alongside Technology, Operations, and Business executives.
• Demonstrated experience with Genesys Cloud CX Platform, Avaya, Cisco a must
• Healthcare Operations, Strategic Planning and Vendor management experience
• 5+ years of experience with GCP/AWS cloud architecture, framework and design patterns
• 5+ years of experience in working with teams building microservices
• 5+ years of experience building conversational intelligence tools like Google Dialog Flow
• Experience supporting a phone, email, online or digital contact center environment