AVP - Contact Center Engineering & Strategy

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary :

Leads a team of engineers and analysts in the advancement of enterprise class contact center solutions, with a major focus on the Genesys Cloud platform implementation. Provides technical direction for automation, dialing strategies, call recording / grading, user interface and data collection. Manages all third-party vendors that are part of the CCaaS ecosystem to include the review of professional services engagement, statements of work, contracts, and the financial management of all aspects of the platform. Serves as the cross-functional liaison to corporate technical projects. Sets strategic direction and advises senior leadership on cost, ROI, risk, and impacts of the CCaaS roadmap.

This is a hybrid role (in office 3 days / week) and is based at our global headquarters office located in Norfolk, VA (near Virginia Beach, VA).

Key Responsibilities :

• Develop and execute the CCaaS technology strategy, leveraging technical and operational expertise, aligned with customer experience, digital transformation, and financial services operational goals with an emphasis on implementing and optimizing Genesys Cloud.
• Leads engineering teams in the development and support of all aspects of contact center technologies, including dialing (inbound / outbound), automation, and enhancements to the employee experience.
• Oversee the programming, integration, and testing of software solutions, working closely with agile and cross functional teams to ensure successful Genesys deployment and adoption.
• Champion for strategic projects designed to drive efficiency, automation / technology enhancements and scalability. Researches, recommends, and executes projects to implement new technologies to drive business requirements.
• Oversees the ongoing support and enhancement of the CCaaS platform.
• Works collaboratively with software engineering, infrastructure, and business support teams to ensure seamless execution of contact center workflows and processes.
• Manages call recording capabilities, ensuring the implemented solutions meet compliance, performance, financial, and useability requirements.
• Responsible for fostering relationships with third party vendors that provide the Genesys CCaaS platform and supporting technologies – including call recording, agent interface, outpulse capabilities, and workforce management.
• Experience in supporting the functions of inbound and outbound call routing, digital telephone technologies, performance monitoring software, and data integration processes.
• Ability to improve operational efficiency and service delivery effectiveness across contact center systems.
• Critical advisor to senior leaders regarding scoping, cost, and savings associated with new technology and development.
• Partners in the development of automated compliance controls
• Partners with Compliance, Acquisitions, and General Council leadership to provide documentation, data, and seller audits and legal matters.
• Engages in real time to resolve technical issues, to include evenings and weekends as required.

Supervisory Responsibilities :

Professional Experience / Qualifications :