Vice President, Technology

Vice President of Technology

At Percepta, we bring first-class service across each market we support. As Vice President of Technology in working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing
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.

During a Typical Day, You’ll

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 include 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 include 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 include 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

What You Bring to the Role

• 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

• Exposure to automotive, mobility, or adjacent industries preferred

• Familiarity with emerging mobility technology: EV platforms, telematics, connected vehicle applications is preferred

What You Can Expect

• 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)

A Bit More About Your Role
Percepta provides the equipment for this role.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where 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. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.