VP, Product – Contact Center Routing and Workforce Planning Capabilities

Role Summary/Purpose:
 

The VP, Product – Contact Center Routing and Workforce Planning Capabilities will own the product strategy, roadmap, and scaled delivery of capabilities that power our customer connection points. This includes delivering modern, streamlined technology and capabilities to enable forecasting, scheduling, and intraday management - including scaled rollout of intelligent inbound and outbound call routing - while supporting smarter orchestration of work. The ideal candidate will have demonstrated experience in product leadership and hands-on delivery, with a track record of applying emerging technologies to create intelligent, human-centered experiences and orchestrated workflows. 

 
The role will partner across the enterprise with the primary as we embark on a multi-year Contact Center Modernization (CCM) transformation. We’re transforming legacy call center technologies and processes to a modern cloud-based contact center platform that enables customer engagement, automation, and seamless omnichannel servicing across digital, voice, chat, and messaging channels. 

Essential Responsibilities:

• Define product vision and strategy for Intelligent Routing and Workforce Optimization, aligned to Contact Center Modernization (CCM) and enterprise servicing priorities 

• Own the end-to-end product roadmap and scaled delivery for inbound/outbound intelligent routing across Customer Service and Collections, driving measurable improvements in care time, NPS, and Voice of Customer 

• Lead product management for CCM Workforce Planning Optimization platforms, focusing on platform modernization and capability delivery that supports forecasting, scheduling, and intraday management across CCM. 

• Deliver intelligent, human-centered routing and work orchestration, connecting customers and balancing workload effectively across geographies and service-level needs 

• Drive workforce optimization outcomes, improving schedule accuracy, service delivery, reliability, and employee experience through streamlined processes and enabling tools 

• Own platform integration strategy and execution to ensure seamless end-to-end connectivity across CCM, Workforce Planning Optimization, Workforce Management, and intraday systems - supporting agent availability, adherence, and flexibility 

• Partner cross-functionally with Contact Center Operations, Technology, Architecture, Data, Risk, Compliance, and Experience Design to deliver secure, compliant, high-quality capabilities at scale 

• Establish product metrics and operating cadence, including KPIs, experimentation, release planning, and continuous improvement tied to operational and customer outcomes 

• Accountable for longer-term platform capabilities including APIs and microservices for workforce planning, workforce management, and intraday management in a modern cloud-based environment

• Champion modernization and change adoption, influencing stakeholders and guiding rollouts that enable seamless omnichannel servicing across voice, digital, chat, and messaging 

• Perform other duties and/or special projects as assigned.

Key Capabilities and Deliverables: 

• Intelligent Call Routing: Service level driven, balanced across geographies, delivering calls intelligently and improving experiences for our customers 

• Workforce Optimization: Ensuring accurate scheduling and exceptional service delivery, with a balanced focus on operational excellence and employee experience - driving efficiency, reliability and fulfillment. 

• CCM Platform Integrations: Seamless end to end connection for all Workforce Planning Optimization, Workforce Management, and Intraday management platforms to enable agent availability, schedule adherence, and agent flexibility to ultimately deliver the best experiences for our front-line agents and customers 

Qualifications/Requirements:

• Bachelor’s degree and 8 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent. In lieu of a degree, 12 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent 

• 8+ years leading cross functional initiatives across business and technology teams with measurable outcomes