GCO Tools & Technology Lead

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

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