About the Role
At Percepta, we bring first-class service across each market we support. As a fully remote leader in the United States, you will be part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture.
This is a rare opportunity to join Percepta's Executive Leadership Team at a defining moment in the company's evolution. Automotive CX is being reshaped by electric vehicles, connected mobility, AI-driven service delivery, and the rising demand for frictionless omnichannel experiences — and Percepta intends to lead that transformation for its clients.
The VP of Technology will architect a fully business-aligned technology strategy, ensuring that every platform, tool, and capability deployed directly enables exceptional client outcomes, operational scale, and long-term competitive differentiation. This is a business leadership role that requires deep technology fluency.
Key Responsibilities
Technology & Business Strategy
- Own and evolve a technology roadmap fully aligned to Percepta's business strategy, client SLAs, and growth targets.
- Serve as a strategic partner to Operations, Client Services, HR, and Finance.
- Lead digital transformation across contact center operations, including automation, AI, self-service, and advanced analytics.
- Translate complex client requirements into scalable, cost-effective, and repeatable technology solutions.
Contact Center & CX Technology
- Lead deployment and optimization of contact center platforms: ACD, IVR, WFM, CRM, and omnichannel tools.
- Enable seamless omnichannel engagement across voice, chat, email, social, and emerging messaging channels.
- Champion AI-driven capabilities including chatbots, agent assist, speech analytics, and robotic process automation (RPA).
- Partner with Operations to measurably improve agent productivity, quality, and customer satisfaction.
Information Security & Compliance
- Lead enterprise cybersecurity strategy across distributed, global operations.
- Ensure compliance with client-specific security requirements including PCI-DSS, GDPR, and applicable frameworks.
- Maintain robust disaster recovery and business continuity capabilities.
Financial & Commercial Stewardship
- Own technology P&L input, budgeting, and cost optimization.
- Manage a complex vendor ecosystem spanning telecom, cloud, CX platforms, and outsourced technology partners.
People Leadership & Culture
- Build, develop, and inspire high-performing, globally distributed technology teams.
- Foster a culture of innovation, psychological safety, agility, and operational excellence.
- Model Percepta's values in every interaction.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field required.
- Master's degree (MBA or technical) preferred.
- 12+ years of progressive technology leadership, with significant experience in a VP or equivalent executive role.
- Deep experience in digital transformation, cloud technologies, and enterprise platform modernization.
- Experience in a BPO, CX, services, or managed services environment.
- Proven success leading globally distributed technology teams in a complex, multi-client environment.
- Strong background in contact center or CX technology: ACD, WFM, IVR, CRM, omnichannel, AI/ML.
- Exposure to automotive, mobility, or adjacent industries preferred.
Benefits
- Competitive Salary with Incentives
- Health, Dental, Vision, and Life Insurance
- 401(k)
- Vacation/Sick Time and Paid Holidays
- Tuition Reimbursement
- Employee Assistance and Rewards Programs
- Training and Development (Percepta College)
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty globally. We lead with humility, serve beyond self, leave it better, win together, and deliver remarkable results.
Percepta is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Note: Percepta requires all U.S. employees to pass a background check and, depending on the program, a drug test.