Director, Contact Center Technologies

Moder

About The Position

Summary: The Director of Contact Center Technologies leads the strategic direction, design, and implementation of all contact center technology initiatives. This role is responsible for overseeing omnichannel platform integrations, optimizing telephony and IVR systems, ensuring regulatory compliance, and driving innovation to enhance customer and agent experiences. The Director collaborates with cross-functional teams, technology vendors, and business stakeholders to deliver seamless and scalable solutions that align with enterprise objectives. Essential Job Duties and Responsibilities: Provide strategic leadership for all contact center technology initiatives, including IVR, IVA, omnichannel routing, workforce management (WFM), quality management, and CRM integrations. Direct the architecture, development, and deployment of scalable solutions utilizing platforms such as Genesys Cloud, Five9, NICE InContact, RingCentral, Omilia, and Salesforce. Lead the planning and implementation of new technologies and continuous improvements, leveraging Agile methodologies and CI/CD pipelines. Oversee the integration of APIs for seamless connectivity between SaaS platforms (e.g., payment processors, CRM systems, reporting tools, messaging services). Ensure regulatory compliance with industry standards, including FDCPA, CFPB, TCPA, STIR/SHAKEN, and E911 emergency services. Collaborate with business leaders and IT stakeholders to align contact center technologies with organizational goals and customer experience strategies. Manage vendor relationships, including contract negotiations, service level agreements (SLAs), and performance management. Analyze contact center KPIs and telephony data to identify optimization opportunities and implement solutions to drive efficiency, cost savings, and service excellence. Develop and lead a high-performing team of contact center technology managers, developers, and analysts. Establish governance standards for platform changes, security compliance, and best practices in operational excellence. Other Job Duties and Responsibilities: Performs other related duties as assigned. Comply with all company policies and procedures. Maintain regular and punctual attendance. Travel required Supervisory Responsibilities: This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and/or Experience: Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field (Master's degree preferred). 10+ years of experience in contact center technologies, with 5+ years in leadership or director-level roles. Expertise in omnichannel contact center platforms and telephony systems. Strong knowledge of API integration (SOAP, REST) and cloud-based telephony environments. Demonstrated experience implementing and supporting Genesys Cloud, Five9, NICE, RingCentral, or similar platforms. Experience with regulatory compliance frameworks impacting contact center operations. Proficient in CI/CD practices, Agile development methodologies, and ITSM tools (ServiceNow, Jira, Monday, Wrike). Experience managing emergency service (E911) telephony requirements. Strong project management, vendor management, and budgeting skills. Excellent communication, leadership, and strategic planning abilities. Genesys Cloud, Five9, or NICE certifications. Experience with conversational AI platforms (Omilia, Google Dialogflow, etc.). Familiarity with Workforce Management and Quality Management Systems. Advanced proficiency in KPI reporting, dashboard creation, and operational analytics. Certificates, Licenses, Registrations: None Required Work Complexity: Problems and issues faced are difficult. Problems typically impact multiple departments. Problems are typically solved through drawing from prior experience and analysis of issues. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Equal Employment Opportunity: The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act: Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities: The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization. Moder is an engine for business efficiency and growth, creating and supporting technology and mortgage service solutions. We specialize in outsourced technology, business processes, and customer communication. By operating as an extension of customers’ teams, we help businesses expand, thrive, and succeed.

Requirements

Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field (Master's degree preferred).
10+ years of experience in contact center technologies, with 5+ years in leadership or director-level roles.
Expertise in omnichannel contact center platforms and telephony systems.
Strong knowledge of API integration (SOAP, REST) and cloud-based telephony environments.
Demonstrated experience implementing and supporting Genesys Cloud, Five9, NICE, RingCentral, or similar platforms.
Experience with regulatory compliance frameworks impacting contact center operations.
Proficient in CI/CD practices, Agile development methodologies, and ITSM tools (ServiceNow, Jira, Monday, Wrike).
Experience managing emergency service (E911) telephony requirements.
Strong project management, vendor management, and budgeting skills.
Excellent communication, leadership, and strategic planning abilities.

Nice To Haves

Genesys Cloud, Five9, or NICE certifications.
Experience with conversational AI platforms (Omilia, Google Dialogflow, etc.).
Familiarity with Workforce Management and Quality Management Systems.
Advanced proficiency in KPI reporting, dashboard creation, and operational analytics.

Responsibilities

Provide strategic leadership for all contact center technology initiatives, including IVR, IVA, omnichannel routing, workforce management (WFM), quality management, and CRM integrations.
Direct the architecture, development, and deployment of scalable solutions utilizing platforms such as Genesys Cloud, Five9, NICE InContact, RingCentral, Omilia, and Salesforce.
Lead the planning and implementation of new technologies and continuous improvements, leveraging Agile methodologies and CI/CD pipelines.
Oversee the integration of APIs for seamless connectivity between SaaS platforms (e.g., payment processors, CRM systems, reporting tools, messaging services).
Ensure regulatory compliance with industry standards, including FDCPA, CFPB, TCPA, STIR/SHAKEN, and E911 emergency services.
Collaborate with business leaders and IT stakeholders to align contact center technologies with organizational goals and customer experience strategies.
Manage vendor relationships, including contract negotiations, service level agreements (SLAs), and performance management.
Analyze contact center KPIs and telephony data to identify optimization opportunities and implement solutions to drive efficiency, cost savings, and service excellence.
Develop and lead a high-performing team of contact center technology managers, developers, and analysts.
Establish governance standards for platform changes, security compliance, and best practices in operational excellence.
Performs other related duties as assigned.
Comply with all company policies and procedures.
Maintain regular and punctual attendance.