Head of Contact Center Tech & CX Platform Strategy

loanDepot; Irvine (CA); On-site; USD 182,000 - 251,000; Full time

Benefits offered by this job

Competitive compensation

Inclusive culture

Tuition reimbursement

Medical benefits

Wellness program

Generous PTO

Job summary

loanDepot seeks a senior technology leader to drive the strategic direction, implementation, and optimization of customer service tech, including CCaaS, CRM, AI/IVR, and omnichannel solutions.

You will bridge operations with infrastructure to boost agent performance and customer experience, mentor teams, and manage vendor relationships while delivering measurable value and growth. This role is based in Irvine, CA with travel up to 10%.

Qualifications

• Bachelor’s Degree in IT or a related field.
• 12+ years of experience in a similar field.
• Deep understanding of telephony, cloud networking, and contact center infrastructure; Genesys expertise preferred.
• Experience supporting multi-channel contact center platforms (voice, SMS, chat, social channels).
• Ability to design and optimize omnichannel customer journeys.
• Willingness to travel ~10%+.
• Proficient with Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Teams).

Responsibilities

• Define the technology roadmap for scalable cloud infrastructure supporting omnichannel strategies (voice, chat, SMS, email).
• Lead optimization of the telephony platform, assess capabilities, adoption gaps, and configuration opportunities to maximize ROI.
• Manage technology spend across CCaaS, CRM, AI/IVR, and omnichannel platforms with cost control and ROI focus.
• Translate complex operational data into actionable strategies to improve agent performance and customer experience.
• Oversee integration of telephony, IVA, and CRM systems to create seamless agent desktops and journeys.
• Leverage data insights to improve KPIs such as AHT and FCR.
• Re-evaluate success metrics and governance to ensure investments align with goals.
• Mentor technical teams and manage vendor relationships for reliability and security.
• Collaborate with cross-functional teams to deliver initiatives and prioritize innovation.
• Lead, coach, and develop a high-performing team with clear direction and growth opportunities.
• Foster collaboration and a positive team environment to enhance cohesion.

Skills

Leadership

Strategic thinking

Communication

Data interpretation

Problem-solving

Mentoring

Cross-functional collaboration

Project management

Education

Bachelor’s Degree in Information Technology

Tools

Genesys Cloud

CRM

AI/IVR tools

Microsoft Office

Telephony systems

Job description

loanDepot seeks a senior technology leader to drive the strategic direction, implementation, and optimization of customer service tech, including CCaaS, CRM, AI/IVR, and omnichannel solutions.

You will bridge operations with infrastructure to boost agent performance and customer experience, mentor teams, and manage vendor relationships while delivering measurable value and growth. This role is based in Irvine, CA with travel up to 10%.