loanDepot

VP, Contact Center Technology

loanDepot • $182K — $251K *
Irvine, CA 92620In-Person
Information Technology
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Information Technology or related field required.
  • 12+ years' experience in a similar role.
  • Expertise in telephony, cloud networking, and contact center infrastructure; Genesys preferred.
  • Experience with multi-channel platforms: voice, SMS, chat, and social media.
  • Hands-on skills in campaign management and performance tracking.
  • Preferred experience in the Mortgage industry.
  • Proficient in Microsoft Office and basic to intermediate math skills.

Responsibilities

  • Define the technology roadmap for scalable cloud infrastructure.
  • Lead optimization of telephony platforms for enhanced ROI.
  • Manage technology spending and identify cost-reduction opportunities.
  • Transform operational data into actionable strategies for agents and customers.
  • Integrate telephony, AI self-service, and CRM for seamless customer journeys.
  • Use workforce engagement data to improve performance metrics like AHT and FCR.
  • Re-assess metrics and governance to align technology with organizational goals.

Benefits

  • Inclusive and diverse workplace culture.
  • Opportunities for internal growth and professional development.
  • Comprehensive medical, dental, and vision benefits.
  • Wellness program for mental and physical health support.
  • Generous paid time off policy.
Full Job Description
Description

Position at loanDepot

Position Summary:

Responsible for the strategic direction, implementation, and optimization of technology systems that drive customer service efficiency, including CCaaS platforms, CRM, AI/IVR tools, and omnichannel solutions. This leader bridges operational needs with technical infrastructure to enhance agent performance and customer experience

Responsibilities:
  • Defines the technology roadmap, ensuring scalable cloud infrastructure (e.g., Genesys Cloud) supports omnichannel strategies (voice, chat, SMS, email).
  • Leads the optimization of the telephony platform, conducts a holistic assessment of capabilities, adoption gaps, and configuration opportunities to maximize ROI and system impact.
  • Manages technology spend across CCaaS, CRM, AI/IVR, and omnichannel platforms by monitoring usage, identifying cost-reduction opportunities, optimizing licensing, and ensuring investments deliver measurable value and operational efficiencies.
  • Transforms complex operational, telephony, and customer journey data into clear, actionable strategies that enhance agent performance, reduces friction points, elevates overall customer experience and drives revenue.
  • Manages the integration of telephony, AI-powered self-service (IVA), and CRM systems to create seamless agent desktops and improve customer journeys.
  • Leverages workforce engagement tools and data-driven insights to improve KPIs such as Average Handle Time (AHT) and First Call Resolution (FCR).
  • Re-evaluates success metrics and governance mechanisms to determine effectiveness of system enhancements and data-driven initiatives, ensuring technology investments directly support organizational goals and operational excellence.
  • Mentors technical teams and manage relationships with vendors to ensure system reliability and security.
  • Fosters strong relationships with cross-functional teams to ensure initiatives are successfully delivered and innovation prioritized, while managing multiple priorities.
  • Leads, coaches, and develops a high-performing team by providing clear direction, ongoing feedback, and opportunities for growth, ensuring alignment with organizational goals and operational excellence.
  • Facilitates collaboration and creates a positive team environment through initiatives that address team dynamics, builds cohesion, and promotes growth.
  • Performs other duties and projects assigned.

Requirements:
  • Bachelor's Degree required in Information Technology or similar field, and/or a minimum of twelve (12) + years' experience working in a similar field.
  • Deep understanding of telephony, cloud-based networking, and contact center infrastructure; Genesys expertise highly preferred.
  • Experience supporting multi-channel contact center platforms, including voice, SMS, chat, and social media channels (e.g., WhatsApp, Facebook, X, etc.).
  • Proven ability to design and optimize omnichannel customer journeys.
  • Hands-on experience with outbound and inbound campaign management, including segmentation, routing, and performance tracking.
  • Experience in the Mortgage industry preferred.
  • Travel 10% + of time required.
  • Proficient with Microsoft Office applications: Word, Excel, PowerPoint, Outlook, and Teams.
  • Ability to interpret data and apply basic to intermediate math skills.
  • Exceptional verbal, written and interpersonal communication skills.
  • Solid problem-solving skills with a practical, solution-focused approach.

Why work for #teamloanDepot:
  • Competitive compensation package based on experience, skillset and overall fit for #TeamloanDepot.
  • Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive
  • Work with other passionate, purposeful, and customer-centric people
  • Extensive internal growth and professional development opportunities including tuition reimbursement
  • Comprehensive benefits package including Medical/Dental/Vision
  • Wellness program to support both mental and physical health
  • Generous paid time off for both exempt and non-exempt positions

Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this roles is between $182,000 and $251,000. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location.

About loanDepot

LoanDepot, sometimes stylized as loanDepot, is a Lake Forest, California-based holding company which sells mortgage and non-mortgage lending products. In 2015, the company claimed to be the second largest non-bank provider of direct-to-consumer loans in the United States. LoanDepot was founded in 2010 by entrepreneur Anthony Hsieh, who had previously founded mortgage companies LoansDirect.com which he sold to E*Trade, and HomeLoanCenter.com, which he sold to LendingTree. The company's products at the time included fixed rate, jumbo, FHA and home equity loans, in addition to more controversial adjustable-rate mortgages and negative amortization products. In November 2015, the company postponed a planned IPO, citing poor market conditions. In March 2017, the company introduced technology to automate the loan process, allowing customers to apply for a mortgage without talking to a loan officer. In January 2018, the company announced two products as part of its technology platform, now called Mello, a home improvement unit to allow contractors to offer financing to customers, and Mello Home, a platform to connect pre-approved buyers to realtors. In September 2019, the company partnered with Century 21 Redwood Realty to form a new mortgage platform for the mid-Atlantic area, Day 1 Mortgage. loanDepot went public on the New York Stock Exchange on February 11, 2021 under the ticker symbol LDI.
Learn more about loanDepot
Market Cap
$453.5 million
Industry
Finance & Insurance
Founded
2010
5 Year Trend
+26.8%
NASDAQ
LDI
* Ladders Estimates

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