Associate Director, Voice Services
Core
Leading the vision, design, and operation of voice and Contact Center technologies to modernize customer engagement through agentic AI and intelligent automation.
Role type
Senior IC/Manager, Voice Services & Contact Center Strategy
Builds
Cloud-based voice and Contact Center platforms (Five9, Genesys, RingCentral, Microsoft Teams Voice) and AI-driven automation workflows
Domain
Contact Center Operations, Unified Communications, AI/ML in Customer Experience
Deliverable
production ML models
Required skills
Strategic roadmap planning, vendor management, cloud platform architecture, AI/automation integration, compliance management (PCI-DSS, SOC 2), team leadership, stakeholder collaboration
Preferred skills
CCaaS/UCaaS architecture design, API integrations, workforce engagement management (WEM), analytics platforms
Technologies
Five9, Genesys, RingCentral, Microsoft Teams Voice, conversational AI, sentiment analysis, real-time agent assist
Responsibilities
Define and execute technology roadmaps, oversee platform implementation and operations, lead AI integration initiatives, manage vendor relationships and SLAs, ensure regulatory compliance, lead and mentor engineering teams
Seniority
Senior, hands-on leadership
