Acts as the operations liaison for technology across GCO, partnering with the HR and Finance Technology Leaders to support technology from an operational standpoint and maintain a clear view of the technology supporting GCO, including emerging technology. Maintains the consolidated GCO Technology Catalog and coordinates User Acceptance Testing for technology changes across GCO, working with Corporate Platforms and IT rather than replacing their systems, and bridges the AI Business Architects with Corporate Platforms and vendors. Scope spans GCO technology broadly, including the CaaS (contact-center-as-a-service) solution and telephony, alongside the enterprise AI assistant platform and its agent-development tooling.
The Role
Serve as the operations liaison for technology across GCO, partnering with the HR and Finance Technology Leaders to support technology from an operational standpoint
Curate and maintain the GCO Technology Catalog (ownership, dependencies, integrations, and lifecycle status), drawing on existing IT and platform systems rather than replacing them
Track and assess emerging technology relevant to GCO; partner with Process and Corporate Platforms on platform selection for emerging needs
Act as the UAT layer across GCO: define UAT standards, coordinate test cycles, set entry and exit criteria, and manage sign-off for technology changes
Bring the CaaS solution and telephony into the catalog and the UAT layer, coordinating changes with the vendor and IT
Own the approved AI toolset and the configuration and integration standards across platforms, including the enterprise AI assistant and agent-development tooling
Receive standardized, build-ready packages from the Implementation architect and drive them to delivery with Corporate Platforms
Safeguard data access and the technical Responsible-AI controls; supply platform quality and performance data for the maturity readout
Coordinate release readiness, cutover, and the transition to post-launch support with Corporate Platforms and IT
Responsibilities
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Qualifications
The Requirements
8+ years in technology delivery, platform management, or technology operations at enterprise scale
Demonstrated experience building and maintaining a technology catalog, CMDB, or equivalent technology inventory
Experience running UAT across multiple systems, including entry and exit criteria and formal sign-off
Hands-on experience with contact center / telephony platforms (CaaS / CCaaS), for example Genesys, NICE, Five9, or equivalent
Experience coordinating build and integration work across internal platform teams and vendors
Bachelor's degree in relevant field or equivalent experience
PREFERRED QUALIFICATIONS
Insurance or financial services background
ServiceNow and ITSM tooling
Experience with enterprise AI assistant platforms
CORE COMPETENCIES
Technical breadth across platforms, integrations, and telephony
Operational partnership across HR, Finance, IT, and vendor technology teams
Test and release discipline
Documentation and cataloging rigor
Translating architecture into delivered, operable technology
SUCCESS MEASURES (FIRST 12 MONTHS)
GCO Technology Catalog established and adopted as the agreed GCO reference, covering AI platforms, the CaaS solution, and telephony, aligned to IT's enterprise systems
Operating rhythm established with the HR and Finance Technology Leaders
GCO UAT framework operational with defined entry and exit criteria and sign-off applied across technology changes
CaaS and telephony changes running through the catalog and the UAT layer
Build-ready packages delivered with Corporate Platforms against agreed standards
Approved AI toolset and integration standards published and maintained
WTW is an Equal Opportunity Employer
Requires 8+ years in enterprise technology delivery, platform management, or operations; UAT, technology catalog, CaaS/telephony, integration coordination, and a bachelor's degree or equivalent experience.
Key Responsibilities
- maintaining catalogs
- coordinating testing
- managing releases
Skills & Tools
CMDB, CaaS, CCaaS, Genesys, NICE, Five9, ServiceNow, ITSM, AI assistant, telephony
Job Details
- Category: Information Technology
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States or Philippines or Reno
- Languages: English
About WTW
A global consulting and professional services company providing advisory, broking, and solutions. — Industry: Consulting Services