IT Director, Customer Engagement Platforms

EverBank • Jacksonville, FL

7h

About The Position

The Customer Engagement Platforms Director is a hands-on technology leader
responsible for driving strategy, architecture, and execution across Salesforce,
Genesys, Contact Center, and Marketing Technology platforms. This role combines
deep technical expertise with an execution mindset, leveraging AI and automation
to accelerate delivery, improve customer experience, and achieve measurable
business outcomes. The ideal candidate will balance strategic vision with
tactical delivery, ensuring speed, scalability, and compliance while managing
vendor relationships effectively.

Requirements

• 8+ Years Required
• 10+ Years Preferred

Responsibilities

• Develop and execute a multi-year roadmap for customer engagement platforms aligned with business objectives.
• Lead architecture decisions ensuring scalable, secure, and integrated solutions across Salesforce, Genesys, and related technologies.
• Embed AI and automation to enhance personalization, efficiency, and analytics-driven insights.
• Act as a hands-on leader, balancing strategic vision with rapid execution and measurable results.
• Manage vendor relationships, negotiate contracts, and ensure optimal performance and cost efficiency.
• Establish governance frameworks for compliance, security, and data integrity.
• Collaborate with Marketing, Sales, Contact Center, and IT teams to deliver seamless omnichannel experiences.
• Define KPIs and success metrics for platform adoption, customer experience, and operational performance.

What This Job Offers

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