Position Summary...What you'll do...Role summary:
Own the business technology experience for a defined CES technology domain across agent-facing tools, platforms, vendors, and AI capabilities. Serve as the end-to-end business technology owner, translating operational needs into requirements, establishing business acceptance, and ensuring capabilities perform in production, are adopted, and deliver measurable associate, customer, and operational outcomes. About the team: The Voice of the Advocate – Systems team manages the business technology experience across agent-facing tools, platforms, vendors, and AI capabilities within CES. Acting as a bridge between business needs and technology execution, the team defines requirements, ensures business acceptance, and delivers measurable outcomes. Collaborating with Operations, Product, Engineering, Analytics, and business units, the team integrates systems into a unified technology ecosystem. They drive continuous improvement, reduce associate effort, and enable faster, consistent customer resolution, supporting effective program management, stakeholder engagement, financial oversight, and business operations. What you'll do: Own the business technology experience for an assigned CES technology domain.Define business requirements and acceptance criteria for Product and Engineering.Provide business acceptance and determine readiness for adoption and scale.Own integration across tools, platforms, vendors, and adjacent technology domains.Monitor production performance, reliabilit
