Director, Contact Center Technology

PPLSI

1d•Remote

About The Position

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. This role oversees enterprise platforms, leads digital transformation efforts, manages technology investments and vendor partnerships, and ensures secure, reliable, and integrated solutions that align with organizational objectives. As a cross-functional leader, the Director develops high-performing teams, leverages data-driven decision-making, and partners with executive leadership to deliver innovative technology solutions that support long-term growth and operational excellence.

Requirements

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, change management, and continuous improvement methodologies.
Strategic planning and technology roadmap development.
Executive leadership and organizational influence.
Financial acumen, including budgeting, forecasting, and ROI analysis.
Vendor management, contract negotiation, and partnership development.
Exceptional analytical, problem-solving, and decision-making skills.
Outstanding written, verbal, and executive-level presentation skills.
Ability to translate complex technical concepts into clear business solutions.
Strong relationship-building and cross-functional collaboration skills.
Proven ability to lead through organizational change while fostering innovation and continuous improvement.
Ability to prioritize multiple strategic initiatives in a fast-paced, evolving environment.

Nice To Haves

Master's degree in Business Administration (MBA), Information Systems, Computer Science, Engineering, or a related discipline.
Professional certifications such as PMP, ITIL, Agile, Lean Six Sigma, Certified Scrum Master (CSM), or other relevant technology, cloud platform, or project management certifications.
Experience with Salesforce Service Cloud, Microsoft Dynamics 365, ServiceNow, Zendesk, or comparable CRM and customer engagement platforms.
Experience implementing AI-enabled customer service technologies, including conversational AI, intelligent virtual assistants, agent assist, predictive routing, speech analytics, and enterprise automation solutions.
Experience supporting regulated industries or organizations with complex security, privacy, compliance, and governance requirements.
Experience leading enterprise cloud migrations and large-scale contact center technology transformations.
Experience working in customer service organizations supporting high-volume, multi-channel contact center operations.

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.
Ensure technology investments support the organization's customer experience strategy while improving operational efficiency, scalability, security, and overall business performance.
Develop and execute a comprehensive technology roadmap that aligns with corporate objectives and evolving business needs.
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.
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 technology platforms remain reliable, secure, scalable, and capable of supporting business growth while maintaining high levels of system performance and availability.
Partner with Information Technology, Customer Experience, Operations, Product, Engineering, Security, Compliance, and Executive Leadership to ensure technology initiatives are aligned across the organization and integrated into broader enterprise strategies.
Influence organizational priorities by translating business objectives into technology solutions that improve service delivery, streamline operations, and create measurable business value.
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.
Develop governance models that establish technology standards, architecture principles, configuration management, release management, security controls, and operational best practices across the contact center environment.
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 for new technologies, evaluate vendor capabilities, negotiate strategic partnerships, and oversee vendor performance to maximize service quality and business outcomes.
Establish executive reporting, performance metrics, and technology health dashboards to evaluate platform performance, customer experience, operational efficiency, technology adoption, and organizational effectiveness.
Build, mentor, and develop a high-performing team of technology professionals, business analysts, platform administrators, and implementation specialists.
Foster a culture of collaboration, innovation, accountability, and continuous improvement while developing organizational capabilities to support future business growth and evolving customer expectations.
Exercise significant independent judgment in prioritizing investments, establishing technology direction, mitigating operational risk, and making decisions that directly impact customer satisfaction, associate effectiveness, technology reliability, regulatory compliance, and the organization's long-term service strategy.