Director, Contact Center Technology

This is a fully remote position, open to applicants in United States.

📋 Description

• The Director of Contact Center Technology is responsible for providing strategic leadership within the enterprise contact center technology ecosystem of the organization, steering the vision, roadmap, governance, and execution of technology initiatives that improve customer experience, operational efficiency, scalability, and overall business performance.

• This position oversees enterprise platforms, spearheads digital transformation initiatives, manages technology investments and vendor partnerships, and ensures the provision of secure, reliable, and integrated solutions that align with organizational goals.

• Build high-performing teams, utilize data-driven decision-making, and collaborate with executive leadership to deliver innovative technology solutions that foster long-term growth and operational excellence.

• Create the long-term vision, strategy, governance, and execution plan for the organization’s enterprise contact center technology ecosystem.

• Provide strategic oversight for the platforms, systems, and digital capabilities that facilitate seamless customer and member interactions across both voice and digital engagement channels.

• Ensure that technology investments are aligned with the organization’s customer experience strategy while enhancing operational efficiency, scalability, security, and overall business performance.

• Responsible for developing and executing a comprehensive technology roadmap that aligns with corporate objectives and adapts to evolving business needs.

• Assess emerging technologies, identify opportunities for innovation, and lead digital transformation projects that utilize artificial intelligence, automation, analytics, and self-service solutions to enhance the experiences of both customers and employees.

• Provide executive oversight for the planning, implementation, optimization, and lifecycle management of enterprise contact center platforms, including cloud telephony, omnichannel engagement, workforce optimization, quality management, customer analytics, routing solutions, and system integrations.

• Ensure that technology platforms are reliable, secure, scalable, and capable of supporting business growth while maintaining high levels of system performance and availability.

• Confirm that technology initiatives are aligned across the organization and integrated into broader enterprise strategies.

• Promote consistency, compliance, and operational excellence while balancing business agility with innovation.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, Engineering, or a related field, or an equivalent combination of education and relevant professional experience.

• A minimum of ten years of progressive leadership experience in contact center technology, customer experience platforms, enterprise systems, or information technology.

• At least five years of experience leading managers, technical teams, or cross-functional technology organizations within a complex customer service or contact center environment.

• Proven success in developing and executing enterprise technology strategies and multi-year technology roadmaps that align with business objectives.

• Extensive experience in leading enterprise technology implementations, platform migrations, system integrations, and digital transformation initiatives.

• Proven experience managing cloud-based contact center platforms such as Zoom Contact Center, Genesys Cloud CX, NICE CXone, Five9, Amazon Connect, Cisco Webex Contact Center, or similar enterprise solutions.

• Experience in managing technology budgets, vendor relationships, software licensing, contract negotiations, and capital investment planning.

• Demonstrated success in leading organizational change management initiatives and driving the adoption of new technologies across multiple business functions.

• Experience collaborating with executive leadership to influence strategic technology decisions and organizational priorities.

• Experience supporting multi-site, remote, or geographically dispersed contact center operations.

• Advanced knowledge of cloud-based contact center architecture, telephony, and unified communications.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities