AVP – Genesys CCaaS Platform Delivery & Operations

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We are seeking a highly accomplished and execution-oriented Assistant Vice President to lead the delivery, modernization, and operations of enterprise Contact Center Technologies, Conversational AI, and omni-channel customer engagement platforms. This leader will be responsible for driving large-scale transformation initiatives across voice, digital, IVR/IVA, and AI-powered customer and provider experiences, with a strong emphasis on Conversational AI platforms, Google CCAI/GECX or similar technologies, Genesys Cloud CX, and enterprise AI adoption.

The ideal candidate combines deep expertise in contact center technologies with hands-on knowledge of Conversational AI and a proven track record of delivering complex technology programs. This role requires a leader who can effectively bridge strategy and execution, accelerate AI-driven innovation, and deliver measurable business outcomes through operational excellence, disciplined execution, and strong stakeholder engagement.

This individual will provide end-to-end leadership for cloud contact center platforms, AI-enabled self-service solutions, conversational experiences, and customer engagement technologies while ensuring scalability, reliability, efficiency, and continuous innovation.

• Hands-on experience leading Conversational AI implementations, including Google CCAI/GECX or equivalent platforms, virtual agents, conversational design, intent modeling, fulfillment integrations, analytics, and continuous optimization.
• Proven success delivering enterprise-scale AI-powered customer engagement solutions that drive measurable improvements in containment, automation, customer experience, operational efficiency, and business outcomes.
• Strong understanding of Generative AI, Conversational AI, Agent Assist, Voice AI, knowledge management integrations, and AI governance within regulated enterprise environments.
• Demonstrated ability to lead both strategy and execution with a consistent track record of delivering complex AI and contact center transformation programs on schedule and within budget.
• Experience modernizing legacy IVR environments into AI-enabled conversational experiences leveraging Google GECX or similar technologies.
• Deep technology leadership experience with the ability to engage directly with architecture, engineering, testing, Dev Ops, and operational teams to drive execution, resolve delivery challenges, and accelerate outcomes.
• Strong experience leading large-scale cloud transformation, platform modernization, and enterprise technology delivery initiatives.
• Proven ability to build and develop high-performing teams while driving a culture of accountability, innovation, and continuous improvement.

• Define and lead the strategy, roadmap, and execution of enterprise contact center technologies, including Conversational AI, Google CCAI/GECX or similar platforms, Genesys Cloud CX, IVR/IVA, voice, digital, and omni-channel customer engagement capabilities.
• Drive enterprise-wide transformation initiatives that modernize legacy customer service platforms into AI-powered, cloud-based conversational experiences.
• Lead the design, implementation, and adoption of Conversational AI solutions that enhance customer and provider experiences while improving containment, automation, and operational efficiency.
• Own end-to-end delivery of AI and contact center transformation programs, ensuring strong governance, measurable outcomes, quality execution, and business alignment.
• Partner with business, product, operations, architecture, and technology leaders to develop scalable solutions that address evolving customer and provider needs.
• Establish robust operating models to support AI-enabled delivery, including roadmap management, risk mitigation, release planning, adoption strategies, and value realization.
• Build strategic partnerships with technology providers, cloud vendors, and internal stakeholders to maximize the value of enterprise AI and contact center investments.

• Create a culture of execution…