Michael Ilfeld

As Bank Contact Center Transformation, IVA, & Tools Product Executive, I lead a digital and technology organization delivering intelligent, seamless member experiences across the contact center ecosystem—including IVR/IVA, agent desktop, call routing, and digital engagement platforms. I partner across enterprise digital, IT, and business leadership to translate strategy into scalable solutions, with a strong focus on implementing AI-driven capabilities that enhance customer journeys, improve efficiency, and elevate service outcomes. Accountable for the digital roadmap and performance against key KPIs and risk indicators, I leverage data, voice-of-member insights, and emerging technologies to drive continuous improvement, strengthen resilience, and deliver measurable impact at scale

Responsible for product strategy, customer experience, and business transformation for our existing and target state servicing model and cloud based contact center as a service (CCaaS) solution. Scope impacts 20+ disparate lines of business and over 40,000 contact agents. Accountable for driving best in class capabilities with an AI enabled virtual assistants, digital integration to enable seamless omni-channel experiences, data product strategy, and workforce optimization tools. I have ownership for day-to-day operations for the Contact Center Product Team (~125 FTE on and offshore) driving the customer experience and improved efficiencies across Consumer Operations enabling~$20MM annually in cost savings.

Leading an organization of product owners, and process improvement consultants supporting Retirement, Retail Banking (TIAA Bank), and Brokerage contact center channels and technology. The team is responsible for optimizing the tools and processes used by our internal associates and customers. Accountable for continuous improvement initiatives, strategic programs, and contact center transformation across Digital, Voice/IVR, and Desktop/CRM while delivering through agile methodology.

Lead organization of ~50 associates responsible for optimization across digital, desktop, telephony , process improvement, and enterprise authentication. Accountable for organizational continuous improvement initiatives with six sigma methodology, as well as innovation through workforce 2030 transformation. As Transformation Change Leader delivered program benefits of over $17MM in cost savings, while improving NPS by more than 10%.

Lead the Channel Delivery & Strategy organization responsible for optimization across digital, desktop, and telephony focused on aligning, calibrating and deploying the organization’s technology strategy with its business strategy. Manage the development, implementation and support of technologies to achieve business objectives with a significant focus on digital transformation activities to modernize the contact center and omni-channel capabilities. Act as Chief Product Owner across multiple agile scrum teams while leveraging design thinking methodology to deliver customer centric solutions.

Led program management and established commercialization framework for new product development delivering fraud detection/prevention capabilities across merchant POS interfaces.

Directed the telephony solutions organization accountable for Bank of America’s Consumer Service/Sales IVR, Routing , and Strategy, including; the customer experience,cross business integration, release management, user acceptance testing, UI design, and outbound sales platform solutions. Organization had 60 FTE supporting 30,000 agents/35 locations including both on-shore and off-shore. • Developed and executed new IVR, call routing, and desktop capabilities resulting in over $30 million in annual expense reduction • Improved customer authentication rates by over 150% and IVR self-service by 10% • Enabled predictive/preemptive servicing capabilities increasing online banking passcode reset success from 3% to 70% • Created multi-generational plan and gained executive stakeholder approval for migration of nine separate IVR & Routing environments handling over 600MM calls annually into a single integrated platform. Led process from RFP to execution. • Re-engineered call routing logic/strategies to improve servicing efficiency by 5% and improve sales contact conversion rates. • Deployed mobile banking/contact center capability that connects customer to contact center assistance passing authentication and context directly to representative’s desktops, transforming the customer experience and reducing support time.

Managed over 300 associates & contractors accountable for the Design & Build of Bank of America’s Global Contact Center Network Infrastructure. Defined and executed platform direction for carrier voice services and voice network applications and infrastructure. Responsible for pricing, life cycle management, feature definition, and strategic roadmaps. P&L owner for $120 million budget. Accountable for contact center voice services in the US, EMEA, and APAC. Governance responsibility over managed services providers. • Directed implementation of contact center VoIP Transformation program across multiple business units, including negotiating pricing and timelines with HP and business users. Nearly 20,000 users transformed across over 30 locations in first 12 months. • Helped to negotiate separation of carrier voice services from managed service provider HPES, resulting in over $30 million annual save to the bottom line.

Led the Consumer Contact Center Technology Customer Experience and Supplier Technology Management Teams. This team partners across technology and the business to drive the right processes, rigor, and focus on Customer Experience and platform stability. Additionally, accountable for relationship with 3rd party contact center supplier technology organizations, ensuring adherence to Bank of America standards. • Created the Customer Experience routines and processes that have engagement of key resources across all of consumer technology driving effective change review and implementation of key countermeasures using Six Sigma methodologies and disciplines. Drove YOY improvements reducing customer failures by over 10%. • Created new capacity planning, reporting processes, and management routines with managed service provider driving optimization of voice infrastructure capacity.

Directed the Proactive Monitoring & Performance Review team for Operational Stability Management. The organization had 15 associates, including 2 Operations Managers, and operated 24/7. The unit was responsible for oversight and real-time support of the Customer Experience and technology/environmental stability. • Successfully led project to integrate the operations of the legacy Fleet Call Center support into the Bank of America Operations team through the merger activities. • Drove transformation of the unit to align with end-to-end customer engagement flow enabling the team to improve proactive issue identification by 25%.

Directed call center operations for the Quick & Reilly Brokerage Client Resource Center. Accountable for; forecasting & scheduling call center associates, real-time operational management, and carrier network & ACD management. • Implemented state-to-state call routing and revised vendor contracts to realize cost savings of $60,000 annually. • Led 2 successful cross-divisional projects migrating functionality across different business units to create better operational efficiency reducing costs and eliminating duplicative processes.

Responsible for management and implementation of call routing strategies to optimize the MetLife lines of business. Leveraged Avaya and Cisco call routing tools to deliver efficient call delivery for clients. • Implemented new CTI call routing technology platform leveraging Geotel/Cisco ICM to improve efficiency and balance workload demand across multi-site environment.