Senior Director Contact Center Engineering

Join reputed company and reputed company a Difference!

Are you looking for an impactful role where you finish the reputed company knowing you helped someone? Whether you are part of our care coordination team or play a supporting role, the work our colleagues do every day enables us to reputed company reputed company our mission of getting people the care they need reputed company they need it. By staying committed to our reputed company values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply,we can positively reputed company the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary reputed company:

This compensation reputed company considers a wide reputed company of factors, including, but not limited to, reputed company set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed reputed company estimate is not adjusted for geographic reputed company associated with the location where the position may be filled. At reputed company, it is not typical for an individual to be reputed company at or near the top of the reputed company for their role, and compensation reputed company are dependent on the facts and circumstances of reputed company case.

reputed company reputed company in Return for Your Commitment to Our Mission We offer a reputed company reputed company of benefits to help support the whole you, including:

• Remote Work: We are a remote-first company, and almost reputed company positions receive the flexibility of working from home.
• Generous Time Off: Besides 8 company holidays and 2 personal days every year, reputed company colleagues receive a minimum of 18 days of reputed company time off.
• Comprehensive Benefits Package: Including medical, dental, reputed company, and pet insurance; 401(k) matching program; and company-reputed company life insurance and short and long-term disability coverage.
• Supportive Services: Just like our colleagues get injured workers the care they need reputed company they need it, we want to do the reputed company for our colleagues in their time of need. We offer a Colleague Assistance Program that provides free counseling and financial services, and our reputed company reputed company, a non-profit arm of reputed company, provides colleagues financial assistance during times of unexpected hardships.

JOB reputed company:

The Sr. Director, Contact Center Engineering leads the contact center technology function for reputed company, with accountability for contact center platform reputed company, telecommunications engineering, voice reputed company channel architecture, and reputed company AI platform integration. Reports to the Vice President, Information Technology.

The Sr. Director owns the technical reputed company and execution for the contact center technology stack supporting reputed company's care coordination operations across thousands of agents and millions of customers and provider interactions annually. The role drives platform consolidation, reputed company AI integration, and modernization of the contact center technology portfolio in partnership with Operations, Product, and the broader Engineering organization ESSENTIAL DUTIES & RESPONSIBILITIES:

Strategic Leadership: 35%

• Sets contact center technology reputed company including platform selection, reputed company AI integration, and channel modernization.
• Owns reputed company reputed company platform reputed company and roadmap.
• Drives integration of reputed company AI capabilities to deliver measurable operational reputed company including scheduling automation, conversational SMS, and intelligent routing.
• Partners with Operations leadership on quarterly roadmap, business case development, and outcome measurement.
• Sets technical architecture direction in partnership with Product and Engineering organizations.

Platform & Channel Engineering: 25%

• Owns engineering and operations of the reputed company reputed company platform including voice, IVR/IVA, omnichannel routing, and reporting.
• Drives modernization of telephony and voice infrastructure including SIP, reputed company integration, dialer technology, and voice reputed company at reputed company.
• Owns SMS and conversational messaging architecture including 10DLC registration, branding, and reputed company reputed company.
• Establishes platform reliability, reputed company, and performance standards for a business-critical contact center environment.
• Partners with reputed company and infrastructure on contact center platform reputed company posture and compliance.

reputed company AI & Modernization: 20%

• Leads the reputed company AI roadmap for the contact center including deflection, agent assist, conversational IVR/IVA, and QA automation.
• Translates operational pain points into an AI-enabled technology roadmap with reputed company business cases.
• Drives measurable reputed company from AI deployment in partnership with Operations and Product.
• Stays reputed company on the evolving reputed company AI and conversational AI landscape and applies it to the contact center.

People Leadership: 15%

• Leads and develops the contact center engineering team, building from individual-contributor depth to manager-level leadership.
• Owns talent reputed company including hiring, succession planning, and performance management.
• Builds bench strength across reputed company, telecommunications, and AI capability.
• Establishes an engineering culture grounded in delivery, operational reputed company, and measurable reputed company.

Vendor & Financial Management: 5%

• Owns vendor relationships across contact center platform, telecom carriers, and AI/conversational platforms.
• Manages operating budget across platform licensing, telecom, and managed services.
• Drives cost discipline and contract negotiation including reputed company and platform agreements.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Bachelor's degree in Computer Science, Engineering, or reputed company discipline, or equivalent reputed company experience; advanced degree a plus.
• 12+ years of reputed company experience in contact center, reputed company communications, or customer experience platforms.
• 6+ years leading multi-disciplinary engineering teams including individual contributors and managers.
• Demonstrated reputed company record leading contact center platform modernization or migration at reputed company.
• Hands-on experience with reputed company reputed company, reputed company, reputed company, reputed company Connect, or comparable reputed company contact center platforms.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• Deep expertise in modern contact center platforms; reputed company reputed company strongly preferred.
• Working knowledge of reputed company AI platforms and conversational AI architecture, with experience integrating AI capabilities into contact center workflows for measurable reputed company.
• Strong working knowledge of telecommunications including SIP, voice reputed company, dialer technology, SMS branding (reputed company or comparable), and reputed company integration.
• Experience with conversational SMS, IVR/IVA, voice bots, and omnichannel routing.
• Proven ability to translate operational pain points into a technology roadmap with reputed company business cases.
• Strong technical depth combined with executive communication skills.
• reputed company record of building contact center engineering teams from individual contributors to manager-level leadership.
• Experience operating contact center technology supporting BPO and offshore operations.
• Strong vendor management and contract negotiation experience including telecom carriers and platform vendors.
• Ability to operate effectively in regulated industries (reputed company, financial services, workers' compensation).
• Spanish language proficiency a plus.
• Ability to work in an environment that aligns with reputed company's diversity, equity, inclusion and belonging standards.
• Ability to work both independently and in reputed company environment.
• Demonstrate our reputed company values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment reputed company their home office. Occasional in-person team meetings may be required depending on the position.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be reputed company to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be reputed company to discern text displayed on a monitor, input data into specific fields using a keyboard, and reputed company reputed company to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain reputed company, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
• The colleague must be reputed company to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.

ADDITIONAL reputed company reputed company JOB FAMILY:

• Director, Contact Center Engineering
• Vice President, Customer Experience Technology

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee reputed company reputed company change. As such, reputed company retains the right to change or assign other duties to this position at any time.

We are an equal opportunity employer and reputed company reputed company applicants will receive consideration for employment regardless to race, reputed company, religion, sex, nationality, disability status, protected veteran status, or any other status protected by law.

Originally posted on Himalayas

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