Vice President, RFP Response at BlackRock seeking an experienced professional to craft customized RFPs. Collaborating with various departments while managing projects and client narratives.
About the role
- AVP Technology Lead at LPL Financial designing and delivering next-generation Service Center technologies. Blending solution architecture, hands-on development, and technology leadership for customer experiences.
Responsibilities
- Serve as technical leader, solution architect, and hands-on developer working with Agile Product Delivery teams.
- Design and implement modern service center architectures, including cloud migration, microservices, and API-first frameworks.
- Enable end-to-end experiences by orchestrating customer journeys ensuring continuity across digital and assisted channels.
- Drive automation of routine tasks and introduce agentic AI integrations to optimize both customer and advisor interactions.
- Demonstrated ability in designing and implementing data architecture for customer experience enablement, ensuring secure, scalable, and compliant data flows.
- Lead platform modernization efforts, including redesigning legacy components and implementing advanced call routing and personalization strategies.
- Integrate and optimize workforce management and reporting tools to improve operational efficiency and advisor performance.
- Collaborate with QA and DevOps to adopt CI/CD, test-driven development, and automation best practices.
- Participate in Agile ceremonies and lead engineering forums for design reviews and delivery assignments.
- Evaluate and integrate emerging technologies (GenAI, RPA, predictive analytics) to enhance business processes.
- Communicate effectively with technical and non-technical stakeholders, influencing strategic decisions and driving adoption.
Requirements
- Bachelor’s Degree in Computer Science, Information Technology, or equivalent.
- 10+ years of experience in call center platform technologies, including solution architecture and hands-on development.
- Hands-on experience implementing third-party platforms for contact center operations and customer experience enablement, such as NICE, Nexidia, Salesforce, CoPilot, or Dynamics.
- Experience with JavaScript and Python for building advanced integrations and enhancing platform capabilities.
- Strong expertise in microservices, event-driven design, and API-first development.
- Demonstrated ability in designing and implementing data architecture for customer experience enablement.
- Practical experience with cloud-native servicing platforms, omnichannel systems, workforce management, and reporting frameworks.
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
- and more
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