Director of CX Technology & Systems

FCP Euro • Milford, CT

9d • $145,000 - $165,000 • Remote

About The Position

FCP Euro is seeking a Director of CX Technology and Systems to own the Customer Experience technology stack, establish its multi-year vision, and personally configure, test, integrate, and deliver technology improvements. The role will lead major contact center initiatives, including modernizing CCaaS and telephony platforms, expanding AI agent capabilities, and integrating CX systems with e-commerce, OMS, and ERP platforms in partnership with Product and Engineering. This is an owner-operator position: the Director will build the initial capabilities directly and may grow into leading a team as business needs dictate.

The Director will lead platform migrations and implementations, optimize agent-assistance and AI capabilities, set CX technology strategy, and drive integrations that help agents resolve customer needs across systems. Success is measured by efficiency gained, friction removed for agents and customers, and long-term capacity created. The role is remote and requires some travel to FCP Euro's Connecticut facility.

FCP Euro is a family-owned business founded in 1986 and an online destination for European car owners and professionals. Its mission is to make European vehicle ownership more enjoyable and enduring by providing high-quality parts, knowledge, and support.

Requirements

• At least 8 years of experience in customer experience, contact center, or service operations, including at least 3 years owning systems, tooling, or technology for a CX organization.
• Ownership of at least one end-to-end CCaaS or telephony migration, from platform selection through cutover and stabilization.
• Hands-on Zendesk administration across Support, Talk, Guide, Explore, triggers, automations, SLAs, and APIs, including sandbox and release practices, or comparable system experience.
• A track record of optimizing a CCaaS or CRM environment after go-live, with measurable gains in throughput, handle time, or cost per contact.
• Practical experience deploying AI or automation in a service environment, with the ability to explain what worked, what did not, and how results were measured.
• Integration literacy, including REST APIs, webhooks, middleware or iPaaS tools, CRM/OMS/ERP data mapping, and sufficient SQL to validate work.
• Experience selecting and managing vendors and implementation partners, from RFPs through acceptance.
• Experience partnering with Product and Engineering, including writing requirements, participating in sprints, and driving adoption after release.
• Strong project and change management skills, including realistic sequencing, dependency and risk management, and clear leadership communication.
• Comfort with CX metrics such as contact rate, contacts per order, handle time, occupancy, cost per contact, containment, and deflection.
• A scrappy, hands-on style and customer-first judgment, including willingness to slow an efficiency initiative that harms customers or agents.
• A bachelor's degree in business, information systems, engineering, or a related field, or equivalent practical experience.

Nice To Haves

• Amazon Connect experience is strongly preferred; Genesys, NICE, Five9, Talkdesk, or comparable experience is relevant.

Responsibilities

• Lead CCaaS and telephony upgrades and migrations from discovery and requirements through design, build, testing, cutover, and hypercare.
• Design and configure contact flows, IVR logic, queues, routing profiles, skills-based and priority routing, and disaster recovery behavior.
• Develop test and cutover plans, including parallel runs, rollback criteria, and service-level protections.
• Manage implementation partners and vendors, including scopes of work, milestones, acceptance criteria, and post-launch support.
• Lead agent and supervisor training with the Knowledge Management and Learning team and establish platform administration standards with IT.
• Optimize Zendesk Copilot and other agent-assist tools, including procedure design, macro hygiene, suggested-response tuning, and adoption tracking.
• Identify, pilot, and launch AI agent and agent-augmentation capabilities across voice, email, chat, and self-service.
• Define and measure automation performance using containment, deflection, escalation rate, resolution quality, CSAT, and handle time.
• Partner with Voice of Customer and QA to ensure automation improves customer experience and raise concerns when tools do not meet expectations.
• Maintain an efficiency ledger covering capacity created, cost-per-contact impact, and headcount avoided.
• Own a rolling multi-year CX technology roadmap aligned with growth plans, contact-volume forecasts, and budget cycles.
• Build business cases for major investments, including total cost of ownership, implementation effort, and expected efficiency gains.
• Evaluate the CCaaS, agent-assist, and AI-agent market; run structured evaluations and pilots; and recommend whether to build, buy, or defer.
• Define target-state architecture for Zendesk or an alternative platform, telephony, Solidus, Coresense, and future systems.
• Serve as the primary CX partner to Product and Engineering by writing requirements and user stories and following work through adoption.
• Drive integrations that enable agents to handle orders, returns, replacements, and Lifetime Replacement Guarantee claims without switching systems.
• Spend regular time on the floor and on phones, and run a transparent process to capture and prioritize team-reported friction.
• Partner with Service Delivery to ensure workforce management, quality, and other tools fit how the team works.

Benefits

• Company-subsidized medical, dental, and vision insurance, including a zero-premium medical plan for employees.
• Company HSA contribution.
• 120 hours of PTO.
• 40 hours of paid sick time plus company holidays.
• 401(k) with company deposit and match.
• Discounted prices on the company's catalog of European car parts.
• Eligibility to participate in the FCP Euro equity program.

What This Job Offers

• Job Type: Full-time
• Career Level: Director