The Midtown Group has announced the appointment of Bryan Gross as President of its Contact Center Services division, marking a significant step in the company’s growth strategy. With nearly four decades of leadership experience in the contact center and BPO space, Gross brings an impressive track record of guiding large brands to success. He has previously served as CEO of multiple business process outsourcing organizations and has already played a vital role in shaping Midtown’s contact center strategy and execution during the first half of FY25.
Midtown’s Contact Center Services division focuses on helping clients manage and transform their customer engagement operations across a wide range of functions. This covers everything from customer care and tech support to outbound sales, marketing, and managing day-to-day operations. The division’s offerings are robust and designed for modern enterprises, providing omnichannel and multilingual support along with a complete ecosystem of people, processes, technology, security, and oversight.
Contact Center Technology Insights: Landis Launches Early Access for Teams Unify Contact Center
Helen Stefan Moreau, Midtown’s Founder & CEO, shared her confidence in Bryan’s leadership. "Bryan and I have a long-standing relationship and years of history working together, and we've already achieved tremendous success as a team since he's joined," she said. "The exceptional work we've collaborated on has given us a strong foundation and platform to continue building upon. With Bryan at the helm, our recent acquisition of cutting-edge technology, and the expansion of our Contact Center Services beyond calls, we are entering an exciting new chapter of growth—one that positions Midtown to serve clients across all industries and government departments with even greater impact."
In his remarks, Gross expressed enthusiasm for the role and the company’s momentum. "I am inspired to join such a well-established team here at Midtown," he said. "Our newly expanded capabilities and the ability to work with established clients and prospects is exciting. I look forward to great things coming from this team."
Contact Center Technology Insights: boost.ai Named Leader in 2025 Gartner Magic Quadrant
Bryan’s appointment further strengthens the company’s strong leadership team. The Contact Center Services division is made up of experienced pros skilled in operations, workforce optimization, and delivering great client service. Together, the team brings decades of collective experience in managing large-scale programs and implementing performance-driven service models that deliver measurable results.
With this move, Midtown is positioning itself as a stronger player in the contact center industry. The combination of Bryan Gross’s proven leadership, the company’s expanded technology investments, and a highly experienced team places Midtown on a growth trajectory that is expected to bring even greater value to clients across industries and government organizations.
Contact Center Technology Insights: Zoom Broadens AI Use in Customer Service with Virtual Agent
To join our expert panel discussions, reach out to sudipto@intentamplify.com
