AVP - Contact Center Technology

Our Fortune 500 company is driving a digital transformation and looking for forward-thinking innovators to disrupt how our industry thinks about and uses technology. As one of the world's leading employee benefits providers, we help millions of people gain affordable access to benefits that help them protect their families, their finances and their futures.

Are you an asker of questions, a solver of problems, and a challenger of the status quo? Our mission is to provide a differentiated customer experience and exceed the expectations people have of technology at any company — not just insurers. 

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer experience. Team members comfortable working in an agile, fast-paced, and delivery-focused environment thrive in our environment where we value an entrepreneurial spirit and those who challenge the status-quo.

Unum is changing, and we’re excited about what’s next. Join us.

General Summary:

Individuals in this role provide leadership and guidance to multiple agile and/or infrastructure and operations teams that support various business and technical capabilities, services, or functional areas of IT. They focus on implementation and delivery aspects, by leveraging technology or technical capabilities to enable, enhance or transform business capabilities or services. They are instrumental in the implementation of the portfolio roadmap and ongoing portfolio management activity, taking into consideration technical, financial and people resources for successful execution and delivery. They develop and cultivate both IT and business partner relationships and effectively communicate and execute IT plans in support of the IT or business goals and objectives.

Role Summary

Individual in this role provide leadership and guidance to multiple agile and/or infrastructure and operations teams that support contact center technology capabilities and services. They focus on implementation and delivery aspects, leveraging Amazon Connect and related technologies, including Conversational AI and Agentic AI experiences, to enable, enhance, or transform customer engagement and business services. They are instrumental in implementing the contact center portfolio roadmap and ongoing portfolio management activity, considering technical, financial, and people resources for successful execution and delivery. They develop and cultivate both IT and business partner relationships and effectively communicate and execute IT plans in support of business goals and objectives.

Principal Duties and Responsibilities

• Leads contact center technology initiatives to build, enhance, and transform customer service capabilities through successful delivery of outcomes.
• Provides strategic planning and guidance to business and IT stakeholders on Amazon Connect architecture, SaaS configuration, and AI-driven solutions.
• Defines a portfolio of change and roadmap for contact center modernization; engages and influences IT and business leaders to ensure delivery of agreed objectives.
• Collaborates across IT leadership disciplines to provide direction and recommendations for optimized, timely, and successful delivery of Conversational AI and Agentic AI experiences.
• Partners with IT VP to initiate and influence relationships with key stakeholders, acting as a primary point of contact for planners, designers, and operational business partners.
• Applies innovative methods utilizing Amazon Connect capabilities, enterprise APIs, and AI frameworks in alignment with strategic and tactical plans.
• Demonstrates proficiency in IT frameworks, technical environments, and cross-organizational functions to make technical choices for large, strategic efforts.
• Drives application of technical and architectural roadmap objectives for contact center platforms.
• Leverages deep understanding of cloud-based contact center technologies, AI models, and emerging trends to guide teams in solution design, build, deployment, testing, and ongoing management.
• Ensures capability deliveries are aligned across business functions and multiple agile and operational teams for execution success.
• Builds a strong, diverse talent pipeline; develops, coaches, and engages people to higher levels of performance.
• Supports self-organizing teams by fostering autonomy, collaboration, and continuous improvement.
• Oversees infrastructure test plans and performance checks for contact center systems; reports findings and recommends improvements.
• Ensures agile teams apply best practices including test-driven development, continuous integration, automation, and