Innovation Lead Contract

This pivotal role will focus on driving innovation in the omnichannel contact center ecosystem to enhance both customer experience and operational efficiency. Responsibilities: Identify and capitalize on opportunities to innovate across customer experience channels, including chat, email, voice self-service, conversational AI, CI/CD pipelines, test automation, and internal processes. Develop a structured innovation roadmap that aligns with organizational goals and facilitates the transition to cloud-based CCaaS solutions. Quantify business impacts and prioritize initiatives based on ROI and organizational value. Oversee the end-to-end execution of innovative technologies and processes, ensuring timely delivery and measurable results. Work cross-functionally with departmental leaders to gather insights, secure buy-in, and champion change initiatives. Build and maintain strong relationships with key stakeholders to align innovation efforts with strategic priorities. Regularly present progress and recommendations to executive leadership, demonstrating the impact of innovation initiatives. Advocate for continuous improvement and foster a culture of innovation within the technology team. Manage resource allocation and project budgets for innovation projects, ensuring efficient execution. Track performance metrics, adjust strategies as needed, and optimize outcomes.