VP, Contact Center Strategy

Full Potential Solutions

Vice President of Contact Center Strategy responsible for strategic client engagement and operational activities. Leading collaborative initiatives and ensuring compliance with company policies and procedures.

Posted 5/15/2026full-timeDallas • Texas • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

responsible for the strategic activities and initiatives that deliver success for the company clients and investors
partners deeply with the Vice President of the Command Center to take ideas and make them reality
collaborates with Operational leaders in the Contact Center to ensure KPI/KRI requirements are known and documented
understands and communicates details surrounding resource utilization and investor/client requirements
ensures compliance with company policies and procedures, while accommodating external partner needs
subject matter expert for Aspect Telephony and WFM systems engaging with external parties

Requirements

What you’ll need

Minimum of 10 years of experience working in a Contact Center environment
Minimum of 10 years of experience with Alvaria Cloud; Outreach, Manager, CX Business UI
Deep knowledge of contact center strategies and KPI achievement
Possess intellectual curiosity and has the ability to create a safe environment for ideation
Ability to utilize time management efficiently
Maintains high degree of confidentiality
Excellent attention to detail
Experience in a geographically dispersed organization
Proven ability to solve problems creatively
Ability to multi-task and consistently meet multiple deadlines
Strong verbal and written communication skills
Ability to work in a team environment
Strong customer-service orientation
Ability to use good judgment

Benefits

Comp & perks

lucrative compensation program
medical benefits
dental benefits
vision benefits
opportunity for high potential career growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Alvaria CloudAspect TelephonyWFM systemsKPI achievementKRI requirementsContact Center strategiesresource utilizationcomplianceproblem solvingtime management

Soft Skills

intellectual curiositycreativityattention to detailconfidentialitymulti-taskingcommunicationteamworkcustomer servicejudgmentorganizational skills