VP OF Customer Experience

VP Of Customer Contact Administration

The Fay Group is a fully integrated real estate and mortgage services firm, bringing together the strength and expertise of two complementary holding companies Fay Financial and Genstone Holdings. Since its founding in 2008 as a special servicer, The Fay Group has grown into a diversified enterprise overseeing more than $46 billion in assets on behalf of over 50 institutional clients. Powered by data, technology, and a team of 1,100+ professionals across 10 U.S. locations, the organization delivers coordinated solutions across the full spectrum of real estate and lending services including loan servicing, property management, mortgage originations, renovations, and insurance. From asset creation and loan management to renovations and real estate brokerage services, The Fay Group offers end-to-end capabilities under one platform. This comprehensive approach delivers flexibility, transparency, and performance across multiple asset classes, supporting both clients and customers in all market and interest rate environments.

The VP of Customer Contact Administration owns the enterprise strategy, architecture, and operating model for Fay's customer contact technologies. This role has primary accountability for the NICE CXone platform and its ecosystem of integrations by ensuring contact center capabilities across voice and digital channels enable exceptional customer experiences, regulatory-compliant operations, and scalable growth across multiple business units within the company. This position has responsibility for platform administration and engineering, vendor and contract management, information security, controls, and the roadmap for automation, AI, and analytics. Partnering closely with Contact Center Operations leaders, this role establishes standards and governance, including integration and cross-business alignment for workforce management (WFM), quality management (QM) practices, and tooling to deliver measurable improvements in service levels, quality, cost-to-serve and employee experience.

Qualifications include: Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent combination of years of experience with High School diploma/GED); Master's degree preferred 10+ years of progressive experience in contact center technology (CCaaS) and customer experience platforms, including 5+ years in enterprise administration/ engineering leadership Deep expertise with NiCE CXone (or comparable CCaaS), including Studio scripting, IVR/call flow design, omnichannel routing, WFM/ QM, analytics, and outbound dialer strategy 5+ years' experience managing people and leading teams Strong technical background in cloud architecture concepts, APIs/ integrations, identity and access management, and data/ telemetry for operational reporting Demonstrated ability to lead cross-functional programs and govern change in highly regulated environments; experience partnering with InfoSec, Risk, and Compliance Prior experience managing budgets, contracts, and vendors Strong project management skills with the ability to effectively lead matrix teams Strong skills and experience in MS Word, Excel, and PowerPoint Strong verbal and written communication skills; ability to translate technical details into business impact Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization to influence stakeholders and drive required results Strong business acumen; strong fiscal and technical aptitude Effective management skills to include talent selection, training, coaching, mentorship, and performance management Strength of leadership with proven ability to foster an environment of positive employee engagement and trust Demonstrated ability to quickly establish credibility, coupled with for recognizing and supporting the organization's culture, values, and priorities Collaborative and consultative work style Able to manage and lead change; agile; high learning agility Client-focused with strong execution skills and a results orientation; able to link to business needs with tactical execution and results Strong analytical skills coupled with sound judgement; strong problem-solving abilities Ability to analyze and interpret data to identify opportunities and propose solutions Strong attention to detail; strong quality and compliance orientation Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management for self and team Self-directed; ability to proactively surface questions, opportunities, issues, and concerns Professional maturity, integrity, ability to maintain confidential data and information

Featured Benefits Medical, Dental and Vision Insurance Company Paid Life Insurance Disability Insurance Pet Insurance 401k Program with Employer Matching 3 Weeks Paid Time Off (PTO) Paid Holidays Wellness Initiatives Employee Assistance Program Eligible for Hybrid Work Schedule with Remote Flex Days Compensation The hiring range for this position is between $150,000.00-$175,000.00 annually This position is eligible for an annual discretionary bonus Fay Cares! The Fay-Constructive Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Our employees make voluntary contributions to the Foundation. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders. At Fay, we believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives. We strive to ensure each of our employees feels valued, respected, and included, and is presented with equal opportunities to be successful. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify.