Omilia has named Five9 veteran Ted Jordan as Vice President of US Customer Support and Experience, tasking him with scaling support operations for the company's fastest-growing market. Jordan, who led Five9's global support to industry-leading Net Promoter Scores, starts September 1 and will oversee support strategy, delivery, project management, and customer success across Omilia's expanding base of US enterprise clients in banking, insurance, healthcare, and utilities.
The appointment signals Omilia's push to back its self-learning CX platform with the kind of analytics-driven, compliance-ready support that regulated enterprises demand. Jordan's mandate centers on delivering measurable outcomes at scale - not promises about what the platform might do, but proof of performance under real call volumes and regulatory scrutiny.
A track record built on predictive support
Jordan spent more than two decades in customer support and service strategy. His most recent role was Senior Vice President of Customer Support at Five9, where he modernized global operations, expanded self-service capabilities, and applied predictive analytics to speed up reliable outcomes. Those initiatives pushed the company's Net Promoter Scores to the top of the industry. Earlier, he served as Vice President of Customer Service and Senior Director of Technical Account Management at Five9, following a 20-year run at Access Worldwide where he rose from VP of IT to Chief Operating Officer.
"What drew me to Omilia is the proof already exists - customers can point to real, measurable outcomes at scale, not promises about what the platform might do," Jordan said. "That's rare in this market, and it's not an accident. It's the result of a platform built to keep learning and improving instead of plateauing after go-live."
Why Omilia picked a post-sale specialist
Omilia's US customers include some of the most heavily regulated institutions in the world. The company's chief revenue officer, Nick Delis, said those clients chose Omilia because the platform's results hold up under scrutiny - not because of a demo. "Ted's track record is about keeping that promise after the sale: resilient performance and real numbers, sustained at scale," Delis said. "That's exactly the discipline our customers need as they scale with us."
For support leaders watching this move, the subtext is clear. As AI for Customer Support moves from pilot programs into production environments, the post-sale experience becomes the differentiator. Jordan's focus - making practical AI perform inside complex, regulated enterprises - mirrors the shift many AI for Call Center Supervisors are navigating: containment rates and deflection metrics mean little if the support organization can't sustain them under real-world conditions.
Why this matters for customer support professionals
Jordan's appointment highlights a growing reality in enterprise AI: the sale is only the starting line. Support leaders who can demonstrate sustained, measurable outcomes - not just successful go-lives - are becoming the most valuable hires. For professionals managing AI-driven contact centers, the takeaway is to build teams and processes that can prove performance six months, twelve months, and two years after deployment. The vendors investing in that discipline are the ones regulated industries will keep betting on.
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