Director, Contact Center Technology

Job Summary

The Director, Contact Center Technology provides strategic leadership for the organization's enterprise contact center technology ecosystem, driving the vision, roadmap, governance, and execution of technology initiatives that enhance customer experience, operational efficiency, scalability, and business performance.

Responsibilities

• Establish the long-term vision, strategy, governance, and execution of the organization's enterprise contact center technology ecosystem.

• Provide strategic leadership over the platforms, systems, and digital capabilities that enable seamless customer and member interactions across voice and digital engagement channels.

• Evaluate emerging technologies, identify opportunities for innovation, and lead digital transformation initiatives that leverage artificial intelligence, automation, analytics, and self-service solutions to enhance both the customer and employee experience.

• Ensure technology investments support the organization's customer experience strategy while improving operational efficiency, scalability, security, and overall business performance.

• Serve as the primary business owner for contact center technology, developing and executing a comprehensive technology roadmap that aligns with corporate objectives and evolving business needs.

• Manage technology budgets, capital investments, licensing strategies, vendor contracts, and ongoing operational expenses while ensuring technology investments deliver measurable return on investment.

• Develop business cases and executive recommendations that support strategic technology investments.

• Lead enterprise technology modernization initiatives from concept through implementation, providing oversight of business requirements, solution design, vendor selection, implementation strategy, testing, change management, production readiness, and post-deployment optimization.

• Ensure technology solutions are effectively integrated with enterprise applications, including CRM platforms, knowledge management systems, workforce management tools, reporting platforms, identity management solutions, payment technologies, and other business-critical systems.

• Drive consistent, compliant, and operationally excellent governance models that establish technology standards, architecture principles, configuration management, release management, security controls, and operational best practices across the contact center environment.

• Partner with Customer Experience, Operations, Product, Engineering, Information Technology, Security, and Executive Leadership to align technology initiatives with business objectives.

• Translate operational needs into scalable technology solutions that improve customer engagement and organizational performance.

• Lead enterprise change management efforts to support successful technology adoption and organizational readiness.

• Influence strategic decision-making through executive communication, technology expertise, and data-driven recommendations.

• Foster collaboration across departments to drive innovation and continuous improvement.

• Build, lead, coach, and develop a high-performing team responsible for contact center technology, platform administration, business analysis, and technology implementation.

• Establish performance expectations, career development opportunities, and succession planning for team members.

• Promote a culture of accountability, collaboration, innovation, and continuous learning.

• Ensure the team possesses the technical capabilities and business knowledge necessary to support current operations and future organizational growth.

Qualifications

• 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.
• Ten or more years of progressive leadership experience in contact center technology, customer experience platforms, enterprise systems, or information technology.
• Five or more years of experience leading managers, technical teams, or cross-functional technology organizations within a complex customer service or contact center environment.
• Demonstrated success developing and executing enterprise technology strategies and multi-year technology roadmaps that align with business objectives.
• Extensive experience 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 comparable enterprise solutions.
• Experience managing technology budgets, vendor relationships, software licensing, contract negotiations, and capital investment planning.
• Demonstrated success leading organizational change management initiatives and driving adoption of new technologies across multiple business functions.
• Experience partnering 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.
• Strong understanding of omnichannel customer engagement, including voice, chat, SMS, email, social messaging, and digital self-service solutions.
• Comprehensive knowledge of IVR design, call flow development, skills-based routing, customer journey mapping, and workforce optimization technologies.
• Knowledge of customer relationship management (CRM) platforms and enterprise system integrations.
• Understanding of APIs, middleware, cloud infrastructure, data integration, and enterprise application architecture.
• Knowledge of artificial intelligence technologies, including conversational AI, intelligent virtual assistants, agent assist, predictive routing, automation, and speech analytics.
• Working knowledge of cybersecurity principles, privacy regulations, disaster recovery, business continuity planning, and technology governance.
• Strong understanding of reporting platforms, business intelligence tools, analytics, and performance measurement methodologies.
• Knowledge of Agile, project management methodologies, and software development processes.