Director Contact Center and Telephony Technologies
Core
Provide technical and strategic leadership for global contact center and telephony platforms, driving innovation in architecture, AI/automation, and operational excellence to enhance customer experience.
Role type
Director, Contact Center and Telephony Technologies
Builds
Enterprise telephony, VoIP, SIP trunking, SBCs, IVR, CCaaS, and UCaaS platforms integrated with CRM, WFM, and analytics tools.
Domain
Healthcare technology, specifically medical-surgical distribution and telephony infrastructure.
Deliverable
production ML models | infrastructure | product features
Required skills
VoIP, SIP, SBCs, PBX systems, cloud telephony, CCaaS/UCaaS migrations, CRM integrations, networking fundamentals (QoS, MPLS, SD-WAN), incident management, disaster recovery, vendor management.
Preferred skills
CCaaS/UCaaS platform certifications, Genesys CCaaS experience, AI-driven customer engagement tools, speech analytics, scripting/automation, regulated industry background.
Technologies
Salesforce, Genesys, CCaaS, UCaaS, SIP, VoIP, SBC, PBX, WFM, API/middleware, SD-WAN, MPLS.
Responsibilities
Own architecture and roadmap for enterprise telephony and contact center platforms; lead design and deployment of CCaaS/UCaaS; ensure seamless integration with CRM and WFM; drive AI/automation capabilities; oversee day-to-day operations and incident response; manage vendor relationships and contracts; lead a team of engineers and administrators.
Seniority
Director, strategic leadership with hands-on technical oversight
