Director, Contact Center Technology

Director, Contact Center Technology

The Director, Contact Center Technology is responsible for defining and executing the technology strategy that enables a modern, scalable, and customer-centric contact center environment. This role provides strategic leadership for contact center platforms, architecture, integrations, automation, analytics, and operational technology capabilities that support exceptional customer and employee experiences.

The Director partners closely with Customer Experience, Operations, IT, Digital, Security, Data & Analytics, and business stakeholders to drive innovation, improve service delivery, optimize technology investments, and ensure the contact center ecosystem aligns with enterprise objectives.

Essential Duties and Responsibilities

Technology Strategy & Leadership

• Develop and execute a multi-year contact center technology roadmap aligned with business goals, customer experience objectives, and operational priorities.
• Lead the evaluation, selection, implementation, and optimization of contact center platforms and supporting technologies.
• Define enterprise architecture standards, governance models, and technology best practices for contact center solutions.
• Stay current on emerging technologies, including artificial intelligence, automation, conversational AI, workforce optimization, analytics, and digital engagement channels.
• Build strong relationships with executive stakeholders and communicate technology strategy, opportunities, risks, and investments.

Contact Center Platform Management

• Own the strategy and lifecycle management of contact center platforms, including cloud-based and hybrid environments.
• Lead platform modernization initiatives, migrations, upgrades, and continuous improvement programs.
• Oversee capabilities such as:
• Omnichannel customer engagement
• Voice and digital routing
• Interactive voice response (IVR)
• Chatbots and virtual assistants
• Customer relationship management (CRM) integrations
• Workforce engagement and quality management
• Reporting, analytics, and performance management
• Ensure platforms deliver reliability, scalability, security, and measurable business value.

Innovation & Automation

• Identify opportunities to leverage AI, automation, and emerging technologies to improve customer experiences and operational efficiency.
• Partner with business teams to design intelligent automation solutions that reduce customer effort and improve agent effectiveness.
• Establish a framework for evaluating and prioritizing technology innovation initiatives.
• Promote experimentation and adoption of next-generation customer engagement capabilities.

Architecture, Integration & Delivery

• Provide technical leadership for complex contact center implementations and integrations.
• Oversee integrations between contact center platforms and enterprise systems, including CRM, identity management, data platforms, and business applications.
• Ensure solutions meet enterprise security, compliance, availability, and performance requirements.
• Partner with engineering and delivery teams to manage implementation plans, roadmaps, and release strategies.

Operational Excellence & Governance

• Establish governance processes for platform changes, enhancements, vendor management, and technology standards.
• Define and monitor key performance indicators related to platform performance, adoption, reliability, and customer experience outcomes.
• Drive continuous improvement initiatives based on operational insights, analytics, and stakeholder feedback.
• Manage technology risks, dependencies, budgets, and resource planning.

Vendor & Financial Management

• Manage strategic relationships with contact center technology vendors and implementation partners.
• Evaluate vendor capabilities, contracts, service levels, and product roadmaps.
• Develop and manage annual technology budgets, investment plans, and business cases.
• Ensure technology investments deliver measurable value and return on investment.

Education and Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field; or equivalent professional experience.
• 8+ years of experience leading contact center technology, customer experience platforms, or enterprise application solutions.
• 5+ years of experience managing large-scale contact center technology implementations or transformations.
• Proven experience with cloud contact center platforms and enterprise integrations.
• Strong understanding of contact center operations, customer journey design, and digital engagement technologies.
• Demonstrated experience leading cross-functional teams and influencing senior executives.
• Experience managing technology vendors, contracts, and strategic partnerships.
• Strong knowledge of security, compliance, architecture, and technology governance practices.

Preferred Qualifications

• Experience with artificial intelligence, machine learning, automation, or conversational AI solutions.
• Experience with platforms such as Genesys, NICE, Cisco, Amazon Web Services, or similar contact center ecosystems.
• Experience leading enterprise-wide contact center modernization programs.
• Knowledge of CRM platforms, customer data platforms, analytics, and workforce optimization solutions.
• Experience in Agile delivery environments and technology product management practices.

Core Competencies

• Strategic technology leadership
• Customer experience transformation
• Enterprise architecture
• Digital and AI innovation
• Executive communication
• Vendor management
• Financial planning and budgeting
• Change leadership
• Problem solving and decision-making
• Cross-functional collaboration

Success Measures

Success in this role will be measured by:

• Improved customer and agent experiences
• Increased platform reliability and operational efficiency
• Successful delivery of technology transformation initiatives
• Increased automation and self-service adoption
• Effective governance and optimization of technology investments
• Strong stakeholder satisfaction and alignment