Job Summary:

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.

Responsibilities:

The Director, Contact Center Technology is responsible for establishing the long-term vision, strategy, governance, and execution of the organization's enterprise contact center technology ecosystem. This role provides strategic leadership over the platforms, systems, and digital capabilities that enable seamless customer and member interactions across voice and digital engagement channels. The Director ensures technology investments support the organization's customer experience strategy while improving operational efficiency, scalability, security, and overall business performance.

Serving as the primary business owner for contact center technology, this leader is accountable for developing and executing a comprehensive technology roadmap that aligns with corporate objectives and evolving business needs. The Director evaluates emerging technologies, identifies opportunities for innovation, and leads digital transformation initiatives that leverage artificial intelligence, automation, analytics, and self-service solutions to enhance both the customer and employee experience.

The role provides 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. This position is responsible for ensuring technology platforms remain reliable, secure, scalable, and capable of supporting business growth while maintaining high levels of system performance and availability.

As a strategic partner to Information Technology, Customer Experience, Operations, Product, Engineering, Security, Compliance, and Executive Leadership, the Director ensures technology initiatives are aligned across the organization and integrated into broader enterprise strategies. This role influences organizational priorities by translating business objectives into technology solutions that improve service delivery, streamline operations, and create measurable business value.

The Director leads 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. This position ensures 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.

This leader is responsible for developing governance models that establish technology standards, architecture principles, configuration management, release management, security controls, and operational best practices across the contact center environment. The role drives consistency, compliance, and operational excellence while balancing business agility and innovation.

Financial stewardship is a key component of the position. The Director manages technology budgets, capital investments, licensing strategies, vendor contracts, and ongoing operational expenses while ensuring technology investments deliver measurable return on investment. This role develops business cases for new technologies, evaluates vendor capabilities, negotiates strategic partnerships, and oversees vendor performance to maximize service quality and business outcomes.

Using data-driven decision making, the Director establishes executive reporting, performance metrics, and technology health dashboards to evaluate platform performance, customer experience, operational efficiency, technology adoption, and organizational effectiveness. Through continuous analysis, this role identifies opportunities to improve automation, reduce customer effort, increase associate productivity, optimize workflows, and enhance the overall customer journey.

The Director also serves as a people leader responsible for building, mentoring, and developing a high-performing team of technology professionals, business analysts, platform administrators, and implementation specialists. This role fosters a culture of collaboration, innovation, accountability, and continuous improvement while developing organizational capabilities to support future business growth and evolving customer expectations.

Success in this role requires balancing strategic planning with operational execution, influencing cross-functional stakeholders, managing complex technology portfolios, and driving enterprise-wide change. The Director exercises 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.

Performance Outcomes

Technology Strategy, Innovation & Governance

• Develop and execute the long-term vision, strategy, and roadmap for the enterprise contact center technology ecosystem.
• Identify emerging technologies and industry trends to improve customer experience, operational efficiency, and scalability.
• Lead digital transformation initiatives, including artificial intelligence, automation, self-service, conversational AI, and advanced analytics.
• Establish governance, technology standards, lifecycle management, and change management practices to ensure secure, reliable, and scalable platforms.
• Develop business cases and executive recommendations that support strategic technology investments.

Contact Center Platform Management & Technology Delivery

• Serve as the business owner for enterprise contact center platforms, including telephony, IVR, ACD, omnichannel routing, workforce optimization, quality management, analytics, chat, SMS, email, callback, and customer engagement technologies.
• Lead enterprise implementations, upgrades, migrations, and platform optimization initiatives.
• Partner with Information Technology, Engineering, and Product teams to integrate contact center technologies with CRM, knowledge management, reporting, identity management, payment systems, and other enterprise applications.
• Ensure platform reliability, security, scalability, business continuity, and operational readiness while continuously improving customer and associate experiences.

Vendor Management, Financial Stewardship & Operational Excellence

• Develop and maintain strategic partnerships with technology vendors, implementation partners, and managed service providers.
• Lead vendor evaluations, contract negotiations, licensing strategies, and performance management.
• Manage technology budgets, capital investments, and operating expenses while maximizing return on investment.
• Utilize analytics and performance metrics to identify opportunities for process improvements, automation, technology optimization, and cost efficiencies.
• Ensure compliance with security, privacy, regulatory, and service-level requirements.

Cross-Functional Leadership & Business Partnership

• Partner with Customer Experience, Operations, Product, Engineering, Information Technology, Security, and Executive Leadership to align technology initiatives with business objectives.
• Translate operational needs into scalable technology solutions that improve customer engagement and organizational performance.
• Lead enterprise change management efforts to support successful technology adoption and organizational readiness.
• Influence strategic decision-making through executive communication, technology expertise, and data-driven recommendations.
• Foster collaboration across departments to drive innovation and continuous improvement.

People Leadership & Organizational Development

• Build, lead, coach, and develop a high-performing team responsible for contact center technology, platform administration, business analysis, and technology implementation.
• Establish performance expectations, career development opportunities, and succession planning for team members.
• Promote a culture of accountability, collaboration, innovation, and continuous learning.
• Provide leadership that encourages operational excellence, customer-centric thinking, and employee engagement.
• Ensure the team possesses the technical capabilities and business knowledge necessary to support current operations and future organizational growth.

Education, Knowledge, and Experience

• 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.
• 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.

FLSA Status

Exempt

Physical Requirements/ Work Environment

 The work environment characteristics and physical demands described here are representative of these an employee encounters while preforming the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position primarily operates in a professional office or remote work environment and requires the ability to remain stationary for extended periods while working at a computer, participating in virtual meetings, and reviewing technology platforms and reports.
• Frequently uses a computer, keyboard, telephone, and multiple software applications to manage contact center systems, analyze data, prepare reports, and communicate with internal and external stakeholders.
• Must be able to communicate effectively, both verbally and in writing, with executives, team members, vendors, and cross-functional business partners in person, by phone, and through virtual collaboration tools.
• Requires the ability to analyze complex information, solve problems, exercise sound judgment, and make timely decisions in a fast-paced, technology-driven environment.
• May occasionally be required to move about the office to attend meetings, training sessions, or collaborate with business partners.
• Must be able to occasionally lift and carry items weighing up to 15 pounds, such as laptops, monitors, or presentation materials.
• Ability to travel occasionally (up to 10–20%) for leadership meetings, vendor engagements, conferences, training, or business initiatives, as required.
• May be required to work outside of normal business hours to support technology implementations, platform upgrades, production deployments, critical incidents, or business continuity events.
• This role requires the flexibility to respond to urgent operational or technology issues and participate in on-call support or executive escalations when necessary.
• The work environment is generally quiet to moderate and is focused on collaboration, innovation, and supporting enterprise technology solutions in a customer-focused organization.

#LI-Remote

Additional Information:

Location:

Remote Job Posting

Department:

3343 Customer Experience

Time Type:

Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class.  We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.