Executive Director of Contact Center Strategy & AI Transformation, Kaplan North America

Bill Boga is the Executive Director of Contact Center Strategy & AI Transformation for Kaplan North America, entrusted with defining and executing the technological framework for an exceptional contact center customer experience. A veteran of Kaplan for over 20 years, initially engaged as a consultant before becoming an employee for the past 17 years, Mr. Boga has been a foundational member in the evolution of their contact center technology. He is currently spearheading the organization’s strategic migration to Genesys Cloud and the adoption of innovative AI solutions. His purview includes the leadership of teams responsible for comprehensive engineering and operational support of contact center, telecom, and network systems. Before joining Kaplan, Mr. Boga had a successful career as a technology consultant, providing strategic guidance to organizations of varying sizes across diverse sectors, including manufacturing, utilities, government, education, banking, financial services, and retail.