Jennifer Featherling is the Director Global Contact Center Technology of Priceline, part of Booking Holdings Inc., which is the leader in online travel deals. Priceline.com offers travelers smart, easy ways to save on hotels, flights, rental cars, packages, and cruises. Jennifer has worked in contact centers for over twenty years of various sizes and in a variety of roles.
Jennifer’s portfolio of experiences includes managing contact center technology in the travel, retail, banking, and pharmacy industries, creating a wealth of knowledge and experiences for almost every imaginable situation. On a daily basis Jennifer leverages her diverse background to ensure the highest level of customer experience by focusing on solid proven design/architecture and maximizing technological platforms.
Jennifer has leveraged multiple telecommunication systems, including Amazon Connect, Cisco UCCE, Genesys, Verint, NICE, and LivePerson to deliver exceptional experiences for agents and customers.
Some of her most recent success stories include:
- Managed the transformation of the IT stack for priceline to cloud, replacing legacy IVR and ACD systems to Amazon Connect.
- During COVID-19 she oversaw the rapid deployment of work at home for the centers ensuring zero downtime for customer service.
Jennifer lives in Potomac Shores, VA, with her two daughters, and husband of almost 30 years who she met while they were both serving in the USAF.