Associate Director, Voice Services

Brown & Brown Insurance•Plano, TX

2d•Onsite

About The Position

Brown & Brown is seeking an Associate Director of Voice Services to join their growing team in Plano, TX. This role is responsible for leading the vision, design, and operation of voice and Contact Center technologies. The Associate Director will play a critical part in modernizing customer engagement through the adoption of agentic AI and intelligent automation, driving both operational efficiency and enhanced customer experience.

Requirements

7+ years of experience in voice services, Contact Center technologies, or unified communications.
3+ years in a leadership or management role.
Hands-on experience with one or more major platforms: Five9, Genesys, RingCentral, and/or Microsoft Teams Voice.
Proven experience implementing or managing AI-driven Contact Center solutions.
Strong understanding of PCI-DSS and SOC 2 compliance requirements in a Contact Center environment.
Experience managing vendors and enterprise-scale deployments.
Experience with CCaaS and UCaaS architectures.
Familiarity with APIs, integrations, and workflow automation tools.
Knowledge of workforce engagement management (WEM) and analytics platforms.

Nice To Haves

Experience with CCaaS and UCaaS architectures.
Familiarity with APIs, integrations, and workflow automation tools.
Knowledge of workforce engagement management (WEM) and analytics platforms.

Responsibilities

Define and execute the roadmap for voice and Contact Center technologies aligned with business objectives.
Partner with all business units to maximize voice and Contact Center investments, while simplifying technology sprawl.
Evangelize capabilities and features that can be leveraged across business units.
Manage vendor relationships, to include strategic roadmaps and key performance objectives.
Champion the adoption of agentic AI solutions (e.g., AI agents, automation workflows, intelligent routing) to improve customer and agent experiences.
Evaluate emerging technologies and vendors to continuously evolve the voice ecosystem.
Oversee the design, implementation, and ongoing management of cloud-based voice and Contact Center platforms, including Five9, Genesys (Cloud or Engage), RingCentral, and Microsoft Teams Voice.
Ensure high availability, performance, and scalability of all voice systems.
Manage vendor relationships, contracts, and service-level agreements (SLAs).
Lead initiatives to integrate AI capabilities such as conversational AI, virtual agents, sentiment analysis, and real-time agent assist.
Partner with data and product teams to identify opportunities for AI-driven optimization.
Measure and report on business impact (e.g., cost reduction, CSAT improvements, containment rates).
Ensure voice and Contact Center environments meet regulatory and security requirements, including PCI-DSS compliance for payment processing and SOC 2 controls and audit readiness.
Collaborate with security and compliance teams to implement policies, controls, and monitoring.
Lead and develop a team of voice engineers and analysts.
Foster a culture of innovation, accountability, and continuous improvement.
Provide technical guidance and mentorship across the organization.
Work closely with Customer Experience, Operations, Security, and IT teams to align technology with business needs.
Serve as a key stakeholder in digital transformation initiatives involving customer engagement.