VP of Enterprise Collaboration, UC & Contact Center Technologies

VP of Enterprise Collaboration, UC & Contact Center Technologies

Role Overview

The VP of Enterprise Collaboration, UC & Contact Center Technologies will provide strategic leadership, executive oversight, and architectural governance for the company's global communication and customer experience ecosystems. This role shifts focus from tactical engineering to enterprise-wide strategy. You will oversee the design, implementation, and long-term sustainability of unified communications (UC), global contact centers, and collaboration frameworks.

The VP will manage a specialized team of collaboration, network, and contact center engineers. You will align technical infrastructure with overarching business objectives. By partnering with executive leaders, customer experience (CX) business units, and cross-functional IT pillars, you will ensure a highly secure, reliable, scalable, and modern digital workplace and customer-facing infrastructure.

Environment

• This executive role operates onsite out of our Georgia office.Executive workspace in our GA office
• Monthly home Internet and mobile stipend

Executive Responsibilities

• Strategic Roadmap: Formulate and execute the global long-term strategy for unified communications, enterprise video conferencing, and omnichannel cloud contact center technologies.
• Migration & Integration Sponsorship: Provide executive sponsorship and governance for high-priority transitions, including the enterprise-wide migration from Zoom phones to Microsoft Teams phones and the integration of NICE CXone contact center platforms.
• Infrastructure Architecture: Establish global standards for cross-location video conferencing systems, CX workflows, and partner with Network Engineering executives to guarantee robust network architectures tailored for real-time communications.
• Omnichannel CX Operations: Drive the modernization of contact center tech stacks, leveraging NICE suites for cloud routing, workforce management (WFM), AI-driven analytics, and quality management.
• Operational Excellence: Oversee operational KPIs and SLAs for Tier 3 support pipelines, ensuring rapid mitigation of complex infrastructure, CX platforms, or vendor-level outages.
• Security & Compliance: Direct comprehensive, regular system audits to ensure strict alignment with global data compliance laws (such as PCI-DSS and SOC2 for contact centers), internal enterprise security policies, and governance protocols.
• Stakeholder Alignment: Act as the primary liaison between IT infrastructure teams, contact center operations, and executive business units to identify modern workflow demands and deliver high-value UC and CX solutions.
• Innovation & Lifecycle Management: Evaluate emerging AI and collaborative technologies—particularly NICE advanced AI and automation capabilities—spearheading business-case development for strategic IT capital investments.
• Vendor & Policy Governance: Author, maintain, and enforce enterprise-wide collaboration policies, asset-lifecycle standards, and strategic vendor service agreements with providers like Microsoft and NICE.
• Team Leadership: Recruit, mentor, and manage a high-performing team of collaboration engineers, CCaaS specialists, systems administrators, and project managers.

Qualifications & Skills

• Education: Bachelor’s degree in Computer Science, Information Technology, or an equivalent technical discipline. An MBA or advanced degree is highly preferred.
• Experience: Minimum of 10–12 years of progressive IT infrastructure experience, with at least 5 years in a dedicated leadership or director-level role spanning both UC and CCaaS environments.
• Technical Mastery: Proven track record directing enterprise-scale deployments of Microsoft Teams Phone systems, Microsoft 365 ecosystems, complex global video conferencing frameworks, and NICE contact center platforms (NICE CXone / inContact) .
• Financial Acumen: Strong experience managing multi-million dollar CapEx/OpEx budgets and negotiating enterprise-level agreements (ELAs) with tech and telecom vendors.
• Communication: Exceptional executive-level communication skills, with a demonstrated ability to translate technical milestones into clear, business-driven outcomes for C-suite stakeholders.