Brandon Wade

About Brandon Wade

I focus on designing and scaling technology platforms that power client engagement, operational performance, and automation at enterprise scale.With a background spanning enterprise CX platforms, contact center infrastructure, and platform strategy, I’ve spent my career working at the intersection of technology, operations, and client experience.Today, as Director of Client Platform Strategy & Enablement at Genesis, I drive platform strategy, automation initiatives, and vendor ecosystem development to build scalable systems that support both operational teams and client outcomes.My work centers on:• Platform strategy & infrastructure• Contact center and CX technology• Workflow automation & AI enablement• Vendor ecosystem development• Operational performance and scalability

Experience

1. Director, Client Platform Strategy & Enablement

   Genesis Revenue Recovery

   Feb 2026 — Present · Phoenix, AZ, US

   Own the strategy, roadmap, and optimization of client engagement platforms supporting digital communications, workflow automation, and collections operations across SMS, email, chat, and messaging channels.• Lead modernization initiatives through workflow automation and AI-driven capabilities to improve client experience, operational efficiency, and resolution outcomes.• Establish governance frameworks, platform standards, and access controls to ensure consistency, compliance, and operational integrity across client engagement systems.• Develop and implement SOPs, SLAs, and operational processes that standardize platform usage, escalation paths, and automation workflows across departments.• Partner cross-functionally with IT, Client Services, Compliance, and Collections to translate business needs into scalable technology solutions and system architecture.• Define and track KPIs for digital engagement, automation performance, and platform ROI, leveraging data insights to continuously optimize workflows and client interaction strategies.

Education

• McQueen High School

  Basic Studies

  2002 — 2005

Skills

• Customer Relationship Management (Crm)
• Management
• Team Building
• Process Improvement
• Time Management
• Microsoft Office
• Contact Centers
• Leadership
• Networking
• Training
• Customer Satisfaction
• Call Centers
• Business Process Improvement
• Team Leadership
• Strategic Planning
• Microsoft Excel
• Powerpoint
• Crm
• Customer Service