[Hiring] Vice President of Technology @Percepta

Role Description

This is a rare opportunity to join Percepta's Executive Leadership Team as Vice President of Technology 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 not a purely technical role. It is a business leadership role that requires deep technology fluency.

What You’ll Be Doing

• 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 — ensuring technology investments deliver measurable business outcomes
  • 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
• Technology Delivery & Global Operations
  • 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
• Client Partnership & Revenue Enablement
  • 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 for all contact center environments
• Financial & Commercial Stewardship
  • Own technology P&L input, budgeting, and cost optimization with a clear lens on client profitability and margin contribution
  • Manage a complex vendor ecosystem spanning telecom, cloud, CX platforms, and outsourced technology partners
  • Align all technology investments with measurable commercial outcomes and long-term enterprise value
• People Leadership & Culture
  • Build, develop, and inspire high-performing, globally distributed technology teams
  • Foster a culture of innovation, psychological safety, agility, and operational excellence
  • Invest in the growth of your people as a genuine leadership priority — not an afterthought
  • Model Percepta's values in every interaction: with your team, your peers, and your clients

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field required
• Master's degree (MBA or technical) preferred — equivalent experience considered
• 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 with a clear understanding of how technology enables operational performance
• Experience operating in a joint-venture or multi-stakeholder organizational structure preferred
• Exposure to automotive, mobility, or adjacent industries preferred
• 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
• Demonstrated ability to align technology strategy to business strategy, client outcomes, and financial performance
• Track record of leading through influence, building collaborative relationships, and developing technology talent
• Familiarity with emerging mobility technology: EV platforms, telematics, connected vehicle applications is preferred

Benefits

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)