Director, Contact Centre Technology

About the Role

The Director, Contact Center Technology will lead the strategy, roadmap, delivery, and ongoing evolution of the enterprise contact center and telephony technology ecosystem. This leader will own the full Contact Center as a Service (CCaaS) platform landscape, including NICE CXone / CX1 or future-state alternatives, voice infrastructure, routing, IVR, workforce technology integrations, reporting enablement, automation capabilities, and related customer and employee experience technologies. The role is accountable for ensuring the contact center technology platform is reliable, scalable, secure, cost-effective, and aligned to business needs.

Responsibilities

• Contact Center Technology Strategy:
  • Own the enterprise contact center technology strategy, roadmap, and multi-year investment plan.
  • Serve as the accountable technology leader for the CCaaS ecosystem, including NICE CXone / CX1 and future platform evaluations.
  • Define the future-state architecture for contact center technology, including voice, digital channels, routing, IVR, self-service, AI, automation, analytics, integrations, and workforce enablement.
  • Lead platform modernization efforts, including rationalization, consolidation, optimization, and potential re-platforming.
  • Establish a clear product vision balancing operational stability with innovation.
• Platform Ownership and Delivery:
  • Own platform health, performance, reliability, configuration, and lifecycle management.
  • Lead delivery of new capabilities, enhancements, integrations, migrations, and operational improvements.
  • Partner with stakeholders to translate operational needs into scalable technology solutions.
  • Oversee platform configuration, routing design, telephony flows, IVR design, queue management, and integration patterns.
  • Ensure solutions are designed for resiliency, compliance, security, and operational excellence.
• Telephony and Voice Technology Leadership:
  • Own enterprise telephony capabilities supporting contact center operations.
  • Provide leadership across voice routing, SIP, carrier management, call flows, recording, quality, uptime, and incident response.
  • Partner with infrastructure, network, security, and vendor teams to ensure voice quality and availability.
  • Lead root cause analysis and continuous improvement for telephony incidents.
• Business Partnership:
  • Build trusted relationships with contact center operations, customer experience, and other business leaders.
  • Serve as a strategic advisor on leveraging contact center technology to improve service levels and business outcomes.
  • Partner with leaders to define measurable outcomes and success metrics for technology investments.
  • Communicate roadmap, tradeoffs, and delivery status to executive and operational stakeholders.
• Team Leadership and Talent Development:
  • Lead and mentor a team of contact center technology professionals.
  • Build a strong internal capability model with clear roles and career paths.
  • Create a culture of ownership, service excellence, and continuous improvement.
  • Manage resource planning, performance, and succession planning.
• Vendor and Partner Management:
  • Own strategic vendor relationships across CCaaS, telecom carriers, and technology vendors.
  • Hold vendors accountable for service levels and delivery quality.
  • Lead contract renewals, platform evaluations, and cost optimization efforts.
  • Ensure effective leveraging of vendor capabilities while building internal product ownership.
• Operational Excellence, Risk, and Governance:
  • Establish governance for roadmap prioritization and platform changes.
  • Ensure mature production support processes, including monitoring and incident management.
  • Define and track key operational metrics such as platform availability and call quality.
  • Partner with security and compliance teams to meet enterprise standards.

Qualifications

• 10+ years of experience in enterprise technology, contact center technology, or related areas.
• 5+ years of leadership experience managing technology or platform teams.
• Deep experience with CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Five9, Amazon Connect).
• Strong understanding of contact center telephony, including voice routing, SIP, and IVR.
• Proven experience owning technology roadmaps and vendor relationships.
• Experience with platform modernization and transformation efforts.
• Strong executive communication skills and ability to lead high-performing teams.

Preferred Qualifications

• Experience with NICE CXone administration or platform ownership.
• Experience leading CCaaS vendor evaluations or migrations.
• Familiarity with AI-enabled contact center capabilities (e.g., virtual agents, speech analytics).
• Experience integrating contact center platforms with CRM and workforce management tools.
• Experience in regulated industries (e.g., healthcare, financial services).
• Familiarity with Salesforce ServiceCloud, Microsoft ecosystem, or Agile practices.

Leadership Competencies

• Strategic platform thinker with a focus on business outcomes.
• Strong business partner with credibility across operational and executive stakeholders.
• Technically credible leader with expertise in CCaaS and telephony ecosystems.
• Product-oriented mindset focused on value delivery and continuous improvement.
• Strong talent developer focused on building internal capability.
• Calm and decisive leader during high-pressure operational situations.

Success Measures

• Improve reliability, performance, and scalability of the contact center technology ecosystem.
• Deliver a clear and business-aligned technology roadmap.
• Strengthen platform ownership, governance, and operating discipline.
• Reduce operational friction and incidents through better design and automation.
• Build a capable and trusted internal team.
• Enable measurable improvements in customer and agent experience.

Reporting Relationship: Reports to the enterprise applications leadership organization and partners with contact center operations, customer experience, infrastructure, security, and vendor teams.

Position Summary: The Director, Contact Center Technology is a critical enterprise leadership role responsible for shaping and operating the platforms that power customer and stakeholder interactions. This leader ensures a modern, resilient, and business-aligned CCaaS capability while building the team and partnerships needed for future growth.