• Contribute to the application management of our Contact Center initiatives • Partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development • Define and drive the vision, strategy, and roadmap for applicable contact center capabilities • Contribute to the enterprise strategy for contact center and lead execution of enhancements and projects • Develop and maintain strong partnerships with key stakeholders on overall platform strategy and architecture from ideation through implementation • Stay up to date on emerging contact center technology to inform future direction • Develop, implement, and maintain a governance strategy to ensure consistent and efficient standards for decision-making, escalation, and issue management in collaboration with contact center engineering and business counterparts • Lead technical governance for all contact center products, including routing, workforce management, quality management, and reporting • Ensure adherence to governance, data privacy, and regulatory standards • Achieve technical alignment for product features and enhancements • Champion agile development and iterative delivery models • Liaise with the contact center engineering team to coordinate production migrations, shared architecture governance, and collaboration as needed • Act as the primary liaison between internal clients and key stakeholders to ensure satisfaction with products and services • Manage communication of priorities to stakeholders in a proactive manner