VP of Networked Contact Centers & AI Enablement

Redwood Services; Memphis (TN); Remote; USD 180,000 - 280,000; Full time

Benefits offered by this job

Competitive compensation

100% employer-paid medical coverage

Dental and vision coverage

401(k) match

Job summary

Redwood Services is seeking a visionary Vice President of Contact Centers to scale a nationwide, technology-enabled contact-center capability for 23 partner businesses. The role focuses on analytics, playbooks, and AI-driven improvements that balance inbound and outbound demand while optimizing technician utilization.

The leader will implement standards, dashboards and governance, partnering with Legal/Compliance and adopting modern CCaaS like Talkdesk across the network.

Qualifications

• 10+ years in contact-center or revenue/operations leadership.
• Experience with home services or high-volume appointment-based work.
• Strong analytics and ability to turn data into action.
• Familiarity with modern CCaaS, AI voice, SMS and related tools.

Responsibilities

• Lead coaches across partners, monitor performance and drive best-practice adoption.
• Define KPIs, data standards and dashboards for booking, abandonment and utilization.
• Create a network-wide QA model and AI-assisted interaction analysis.
• Oversee demand orchestration, outbound campaigns and capacity planning.
• Own Talkdesk and related tech roadmap, pilots and scaling criteria.
• Build outbound engagement, governance standards for partner outreach.

Tools

Talkdesk

CRM systems

AI voice

SMS channels

Job description

Redwood Services is seeking a visionary Vice President of Contact Centers to scale a nationwide, technology-enabled contact-center capability for 23 partner businesses. The role focuses on analytics, playbooks, and AI-driven improvements that balance inbound and outbound demand while optimizing technician utilization.

The leader will implement standards, dashboards and governance, partnering with Legal/Compliance and adopting modern CCaaS like Talkdesk across the network.