VP, Customer Contact Technology & CX Platform

Fay Financial; Tampa (FL); Hybrid; USD 150,000 - 175,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Company Paid Life Insurance

Disability Insurance

Pet Insurance

401k Program with Employer Matching

3 Weeks Paid Time Off (PTO)

Paid Holidays

Wellness Initiatives

Employee Assistance Program

Eligible for Hybrid Work Schedule with Remote Flex Days

Job summary

Fay Financial is seeking a VP of Customer Contact Administration in Tampa, Florida. This role is responsible for managing the customer contact technologies and strategies, especially the NICE CXone platform. Candidates should have over 10 years of experience in contact center technology and must possess leadership skills and a strong technical background. The position offers a hiring range of $150,000-$175,000 annually, along with benefits including medical insurance and a 401k program with employer matching.

Qualifications

• 10+ years of progressive experience in contact center technology (CCaaS) and customer experience platforms.
• Deep expertise with NICE CXone, including Studio scripting and omnichannel routing.
• 5+ years’ experience managing people and leading teams.

Responsibilities

• Own the enterprise strategy for customer contact technologies.
• Ensure contact center capabilities enable exceptional customer experiences.
• Establish standards and governance for workforce management and quality management.

Skills

Contact center technology

Leadership

Project management

Analytical skills

Communication skills

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field

Master’s degree preferred

Tools

NICE CXone

MS Word

Excel

PowerPoint

Job description

Fay Financial is seeking a VP of Customer Contact Administration in Tampa, Florida. This role is responsible for managing the customer contact technologies and strategies, especially the NICE CXone platform. Candidates should have over 10 years of experience in contact center technology and must possess leadership skills and a strong technical background. The position offers a hiring range of $150,000-$175,000 annually, along with benefits including medical insurance and a 401k program with employer matching.