Voice Platform Director

US Bank; Saint Paul (MN); On-site; USD 150,000 - 210,000; Full time

Job summary

U.S. Bank is seeking a Voice Platform Director to lead strategy, management, and modernization of the organization’s Contact Center voice platforms and AWS-based capabilities.

You will partner with senior leaders to set roadmaps, drive platform adoption, and ensure operations meet customer and employee needs. This role requires executive alignment across business units and a proven track record in large-scale platform transformations, with emphasis on resilience, scalability, and measurable

Responsibilities

• Develop and maintain a long-term strategy for the evolution, modernization, and adoption of Contact Center voice platforms.
• Translate customer, agent, operational, and business needs into clear platform objectives, investment priorities, and multiyear roadmaps.
• Serve as the senior product and platform leader for large, complex platforms requiring ongoing functional enhancements, technology modernization, integrations, and platform conversions.
• Maintain an integrated strategic backlog that reflects business value, platform health, risk, regulatory requirements, technical dependencies, and implementation readiness.
• Partner with business, operations, architecture, and technology leaders to establish platform priorities and sequencing.
• Identify opportunities to increase platform adoption, introduce new capabilities, simplify servicing processes, and automate customer and employee experiences.
• Conduct relevant industry, technology, and company analysis to identify emerging capabilities and inform strategic decisions.
• Lead platform management across the Contact Center voice technology ecosystem, including the ongoing enhancement and modernization of AWS-based Contact Center capabilities.
• Provide functional leadership for Contact Center transformation initiatives spanning servicing, operations, product, technology, and engineering.
• Define achievable transformation roadmaps and operating models, including the implications of platform changes for day-to-day, cross-functional operations.
• Ensure that technology investments produce sustainable improvements in customer experience, employee experience, operational efficiency, resiliency, and scalability.
• Establish strong partnerships with Contact Center business units, transformation teams, and technology organizations to coordinate delivery and adoption.
• Establish metrics and management routines to monitor platform health, performance, availability, resiliency, adoption, and business outcomes.
• Use platform data and operational insights to identify performance gaps, prioritize improvements, and evaluate the impact of platform changes.
• Oversee user acceptance testing, regression testing, implementation validation, and release-readiness activities.
• Ensure platform changes, release notes, operational impacts, training needs, and support expectations are communicated clearly to affected stakeholders.
• Partner with technology and operations teams to support production readiness, issue management, and ongoing platform optimization.
• Promote disciplined lifecycle management across strategy, intake, prioritization, development, testing, implementation, adoption, and continuous improvement.
• Build trusted relationships with senior leaders and influence decisions across business, operations, product, technology, engineering, risk, and transformation organizations.
• Articulate platform strategy, investment requirements, delivery tradeoffs, risks, dependencies, and expected outcomes for executive and governance audiences.
• Align stakeholders around shared priorities when business needs, t

Job description

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at-all from Day One.

Job Description

The Voice Platform Director leads the strategy, management, optimization, and ongoing evolution of the organization's Contact Center voice platforms and supporting technology ecosystem. This leader is accountable for ensuring that Contact Center platforms are aligned with customer, employee, operational, and enterprise priorities.

Key Responsibilities

Platform Strategy and Product Leadership

• Develop and maintain a long-term strategy for the evolution, modernization, and adoption of Contact Center voice platforms.
• Translate customer, agent, operational, and business needs into clear platform objectives, investment priorities, and multiyear roadmaps.
• Serve as the senior product and platform leader for large, complex platforms requiring ongoing functional enhancements, technology modernization, integrations, and platform conversions.
• Maintain an integrated strategic backlog that reflects business value, platform health, risk, regulatory requirements, technical dependencies, and implementation readiness.
• Partner with business, operations, architecture, and technology leaders to establish platform priorities and sequencing.
• Identify opportunities to increase platform adoption, introduce new capabilities, simplify servicing processes, and automate customer and employee experiences.
• Conduct relevant industry, technology, and company analysis to identify emerging capabilities and inform strategic decisions.

Contact Center Transformation

• Lead platform management across the Contact Center voice technology ecosystem, including the ongoing enhancement and modernization of AWS-based Contact Center capabilities.
• Provide functional leadership for Contact Center transformation initiatives spanning servicing, operations, product, technology, and engineering.
• Define achievable transformation roadmaps and operating models, including the implications of platform changes for day-to-day, cross-functional operations.
• Ensure that technology investments produce sustainable improvements in customer experience, employee experience, operational efficiency, resiliency, and scalability.
• Establish strong partnerships with Contact Center business units, transformation teams, and technology organizations to coordinate delivery and adoption.

Platform Performance and Operational Readiness

• Establish metrics and management routines to monitor platform health, performance, availability, resiliency, adoption, and business outcomes.
• Use platform data and operational insights to identify performance gaps, prioritize improvements, and evaluate the impact of platform changes.
• Oversee user acceptance testing, regression testing, implementation validation, and release-readiness activities.
• Ensure platform changes, release notes, operational impacts, training needs, and support expectations are communicated clearly to affected stakeholders.
• Partner with technology and operations teams to support production readiness, issue management, and ongoing platform optimization.
• Promote disciplined lifecycle management across strategy, intake, prioritization, development, testing, implementation, adoption, and continuous improvement.

Executive and Cross-Functional Leadership

• Build trusted relationships with senior leaders and influence decisions across business, operations, product, technology, engineering, risk, and transformation organizations.
• Articulate platform strategy, investment requirements, delivery tradeoffs, risks, dependencies, and expected outcomes for executive and governance audiences.
• Align stakeholders around shared priorities when business needs, t