Director, Contact Center Technology

Director, Contact Center Technology

About the Role

The Director, Contact Center Technology will lead the strategy, roadmap, delivery, and ongoing evolution of the enterprise contact center and telephony technology ecosystem. This leader will own the full Contact Center as a Service platform landscape, including NICE CXone / CX1 or future-state alternatives, voice infrastructure, routing, IVR, workforce technology integrations, reporting enablement, automation capabilities, and related customer and employee experience technologies.

This role is accountable for ensuring the contact center technology platform is reliable, scalable, secure, cost-effective, and aligned to business needs. The Director will partner closely with operations, customer experience, product, compliance, enterprise architecture, infrastructure, security, data, and vendor partners to deliver a modern, resilient, and business-enabling contact center technology capability.

The ideal candidate is a hands-on strategic leader with deep CCaaS experience, strong telephony knowledge, excellent business partnership skills, and a proven ability to build and lead high-performing technology teams. This person should be comfortable operating at both the executive roadmap level and the detailed platform-design level.

Key Responsibilities

Contact Center Technology Strategy

·       Own the enterprise contact center technology strategy, roadmap, and multi-year investment plan.

·       Serve as the accountable technology leader for the CCaaS ecosystem, including NICE CXone / CX1 and any future platform evaluation or transformation efforts.

·       Define the future-state architecture for contact center technology, including voice, digital channels, routing, IVR, self-service, AI, automation, analytics, integrations, and workforce enablement.

·       Continuously assess platform capabilities against business needs, operational priorities, cost, scalability, reliability, and customer experience goals.

·       Lead platform modernization efforts, including rationalization, consolidation, optimization, and potential re-platforming when warranted.

·       Establish a clear product vision for contact center technology that balances operational stability with innovation.

Platform Ownership and Delivery

·       Own the health, performance, reliability, configuration, and lifecycle management of the contact center technology platform.

·       Lead the delivery of new capabilities, enhancements, integrations, migrations, and operational improvements.

·       Ensure effective intake, prioritization, planning, and execution of contact center technology demand.

·       Partner with business stakeholders to translate operational needs into scalable technology solutions.

·       Oversee platform configuration, routing design, telephony flows, IVR design, queue management, channel enablement, and integration patterns.

·       Establish and maintain standards for design, documentation, testing, release management, monitoring, and support.

·       Ensure technology solutions are designed for resiliency, compliance, security, auditability, and operational excellence.

Telephony and Voice Technology Leadership

·       Own the enterprise telephony capabilities supporting contact center operations.

·       Provide leadership across voice routing, SIP, carrier management, number management, call flows, recording, quality, uptime, and incident response.

·       Partner with infrastructure, network, security, and vendor teams to ensure strong voice quality, availability, disaster recovery, and performance.

·       Lead root cause analysis and continuous improvement efforts related to telephony incidents, call quality, routing failures, and platform stability.

·       Maintain a strong understanding of regulatory, compliance, privacy, and security considerations related to voice and contact center technologies.

Business Partnership

·       Build trusted relationships with contact center operations, customer experience, claims, provider/ member services, sales, account management, compliance, and other business leaders.

·       Serve as a strategic advisor to business partners on how contact center technology can improve service levels, efficiency, employee experience, customer experience, and business outcomes.

·       Partner with business leaders to define measurable outcomes, value cases, and success metrics for technology investments.

·       Communicate roadmap, tradeoffs, delivery status, risks, and decisions clearly to executive and operational stakeholders.

·       Challenge legacy processes where appropriate and help business teams reimagine workflows using modern CCaaS, automation, AI, and analytics capabilities.

Team Leadership and Talent Development

·       Lead, develop, and mentor a team of contact center technology professionals, including platform owners, engineers, analysts, administrators, and delivery resources.

·       Build a strong internal capability model with clear roles, accountabilities, standards, and career paths.

·       Create a culture of ownership, service excellence, technical depth, continuous improvement, and business partnership.

·       Ensure the team has the right mix of platform expertise, telephony knowledge, delivery discipline, operational support capability, and strategic thinking.

·       Manage resource planning, performance, capacity, vendor augmentation, and succession planning.

Vendor and Partner Management

·       Own strategic vendor relationships across CCaaS, telecom carriers, implementation partners, managed service providers, and related technology vendors.

·       Hold vendors accountable for service levels, delivery quality, roadmap alignment, incident resolution, and commercial value.

·       Lead or support contract renewals, platform evaluations, RFPs, licensing reviews, and cost optimization efforts.

·       Maintain awareness of market trends across CCaaS, AI-enabled contact center solutions, workforce engagement, analytics, self-service, and omnichannel platforms.

·       Ensure vendor capabilities are leveraged effectively while building strong internal product ownership and architecture capability.

Operational Excellence, Risk, and Governance

·       Establish governance for roadmap prioritization, platform changes, operational support, vendor performance, and business value realization.

·       Ensure production support processes are mature, including monitoring, incident management, problem management, change management, disaster recovery, and business continuity.

·       Define and track key operational metrics such as platform availability, call quality, incident trends, delivery throughput, adoption, business value, and customer experience outcomes.

·       Partner with security, legal, privacy, risk, and compliance teams to ensure the contact center technology environment meets enterprise standards.

·       Drive continuous improvement across reliability, user experience, cost efficiency, delivery predictability, and platform performance.

Required Qualifications

·       10+ years of experience in enterprise technology, contact center technology, telephony, customer experience platforms, or related areas.

·       5+ years of leadership experience managing technology teams, platform teams, or delivery organizations.

·       Deep experience with CCaaS platforms such as NICE CXone / CX1, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco, or similar platforms.

·       Strong understanding of contact center telephony, including voice routing, SIP, carriers, IVR, call recording, queue design, number management, and call-quality troubleshooting.

·       Proven experience owning technology roadmaps, platform strategy, vendor relationships, and business stakeholder partnerships.

·       Demonstrated ability to lead platform modernization, transformation, migration, or optimization efforts.

·       Strong understanding of contact center operations, including agent workflows, service levels, routing strategies, quality management, workforce management, reporting, and customer experience metrics.

·       Experience working in regulated, complex, or enterprise-scale environments.

·       Strong executive communication skills with the ability to simplify complex technical topics for business audiences.

·       Demonstrated ability to build, lead, and develop high-performing teams.

Preferred Qualifications

·       Experience with NICE CXone / CX1 administration, architecture, implementation, or platform ownership.

·       Experience leading CCaaS vendor evaluations, RFPs, migrations, or major platform transformations.

·       Experience with AI-enabled contact center capabilities, including virtual agents, agent assist, speech analytics, sentiment analysis, self-service automation, and knowledge integration.

·       Experience integrating contact center platforms with CRM, case management, workforce management, data platforms, identity platforms, and enterprise reporting tools.

·       Experience in healthcare, financial services, payments, insurance, or other regulated industries.

·       Familiarity with Salesforce Service Cloud, Microsoft ecosystem technologies, Jira, Workday, Kore.ai, or similar enterprise platforms.

·       Experience managing both internal teams and external vendor delivery partners.

·       Familiarity with Agile, product operating models, ITIL, DevOps, and enterprise architecture practices.

 Leadership Competencies

·       Strategic platform thinker with the ability to connect technology decisions to business outcomes.

·       Strong business partner who can build credibility with operational and executive stakeholders.

·       Technically credible leader who understands both CCaaS platforms and the underlying telephony ecosystem.

·       Product-oriented mindset with a focus on roadmap ownership, value delivery, and continuous improvement.

·       Bias toward simplification, standardization, and scalable enterprise design.

·       Strong talent developer who builds internal capability rather than over-relying on third parties.

·       Comfortable challenging assumptions and helping the business rethink legacy contact center processes.

·       Calm, decisive leader during incidents, escalations, and high-pressure operational situations.

·       Strong communicator who can operate from architecture details to executive strategy.

Success Measures

 Success in this role will be measured by the Director’s ability to:

·       Improve the reliability, performance, and scalability of the contact center technology ecosystem.

·       Deliver a clear and business-aligned contact center technology roadmap.

·       Strengthen platform ownership, governance, documentation, and operating discipline.

·       Improve stakeholder satisfaction with contact center technology delivery and support.

·       Reduce operational friction, incidents, and manual work through better design and automation.

·       Build a capable, accountable, and trusted internal team. Optimize vendor performance, platform value, and total cost of ownership.

·       Enable measurable improvements in customer experience, agent experience, service efficiency, and business outcomes.

 Reporting Relationship

This role will report to the enterprise applications leadership organization and will partner closely with contact center operations, customer experience, infrastructure, security, enterprise architecture, data, compliance, and vendor teams.

Position Summary

The Director, Contact Center Technology is a critical enterprise technology leadership role responsible for shaping and operating the platforms that power customer and stakeholder interactions. This leader will ensure the organization has a modern, resilient, and business-aligned CCaaS capability while building the team, partnerships, and operating model needed to support future growth and transformation.