Strategic Leadership: Define and execute the roadmap for next-gen IVR, integrating Gen AI, LLMs, STT, and TTS.

Program Management: Lead complex IVR and telephony routing programs across Credit, Collections, Customer Service, Fraud, and Core Operations.

Innovation & Technology: Champion new technologies, partner with leading vendors, and ensure seamless integration with existing systems.

Performance & Optimization: Drive KPIs, analyze performance data, and continuously optimize IVR flows and routing logic.

Stakeholder Management: Collaborate with senior stakeholders (Fraud, Legal, Compliance, Technology) to ensure alignment and successful delivery.

Team Leadership: Build and manage high-performing teams focused on innovation and excellence. 10+ years of leadership experience in Telephony & IVR, with a strong focus (5+ years) on self-service channel development.

Mandatory hands-on experience in implementing and managing Gen AI, LLMs, Speech-to-Text (ASR/STT), and Text-to-Speech (TTS) within enterprise IVR environments.

Extensive background in deploying and maintaining complex, high-volume IVR and Telephony Routing solutions across diverse applications.

Proven ability to drive innovation, provide technical leadership, and deliver measurable results in a customer-facing technology landscape.

Advanced understanding of contact center technologies, corporate IT infrastructure, and AI/ML applications in voice.

Exceptional program management skills, including budgeting, planning, and governance in a fast-paced, ambiguous environment.

Strong leadership, stakeholder management, and cross-functional collaboration abilities.

Technology or Consumer/Retail Banking

Industry: experience preferred ------------------------------------------------------ For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date: Feb 24, 2026