VP, Cloud Contact Center Engineering

barclays; United States; Hybrid; USD 193,000 - 200,000; Full time

Job summary

Barclays Services LLC seeks a VP-level Contact Center Cloud Engineer in Whippany, NJ to oversee cloud-based contact center solutions and guide IVR and LLM-powered conversations. You will lead engineers, manage a team of 8 developers, and collaborate with product and security to deliver secure, scalable systems.

You will drive OmniChannel design, optimize workflows, and mentor staff while ensuring alignment with Barclays’ risk, governance and performance standards in a hybrid work arrangement.

Qualifications

• Experience leading a software team in a cloud-based contact center environment.
• Strong knowledge of IVR design, LLM-powered conversations, and omnichannel interactions.
• Proven ability to mentor engineers and conduct performance reviews.

Responsibilities

• Oversee design and maintenance of cloud-based contact centre solutions.
• Evaluate IVR engineering processes to increase efficiency and productivity.
• Guide engineers to build LLM-powered conversational IVR experiences.
• Lead teams to solve complex contact center problems.
• Manage call flows with state machine-based orchestration and risk controls.
• Optimize sentiment analysis and voice bot interactions.
• Develop end-to-end contact center omnichannel solutions.
• Mentor team members and conduct performance reviews.
• Manage a team of 8 software developers.
• May telecommute in a hybrid role.

Skills

Cloud engineering

Contact center

IVR engineering

LLM-powered IVR

Team leadership

Mentoring

Omnichannel design

Risk management

State machines

Performance optimization

Job description

Barclays Services LLC seeks a VP-level Contact Center Cloud Engineer in Whippany, NJ to oversee cloud-based contact center solutions and guide IVR and LLM-powered conversations. You will lead engineers, manage a team of 8 developers, and collaborate with product and security to deliver secure, scalable systems.

You will drive OmniChannel design, optimize workflows, and mentor staff while ensuring alignment with Barclays’ risk, governance and performance standards in a hybrid work arrangement.