Associate Director, Voice Services

Brown & Brown, Inc.; Plano (TX); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health benefits

401k

Student Loan Assistance

Tuition Reimbursement

Mental Health & Wellness

Paid Time Off

Holidays

Discounts

Job summary

Brown & Brown, Inc. in Plano, TX, seeks an Associate Director of Voice Services to lead the vision, design, and operation of our voice and Contact Center technologies, driving modernization through agentic AI and automation.

You will define roadmaps for Five9, Genesys, RingCentral, and Teams Voice, partner with business units, manage vendor SLAs, ensure regulatory compliance, and nurture a high-performing team of voice engineers and analysts.

Qualifications

• 7+ years of experience in voice services, Contact Center technologies, or UC.
• 3+ years in a leadership or management role.
• Hands-on with Five9, Genesys, RingCentral and/or Teams Voice.

Responsibilities

• Define and execute the roadmap for voice and Contact Center technologies.
• Partner with business units to maximize investments and reduce tech sprawl.
• Champion agentic AI adoption and intelligent routing to improve CX and agent experience.
• Oversee cloud-based voice platforms, ensure high availability and performance.
• Manage vendor relationships, SLAs, and costs; ensure PCI-DSS/SOC2 compliance.
• Lead a team of voice engineers and analysts; mentor across the org.

Skills

Voice services

Leadership

Unified communications

Tools

Five9

Genesys

RingCentral

Microsoft Teams Voice

Job description

## Associate Director, Voice ServicesApply: Plano, TX, USA: Full time: Posted Today: R26\\_0000003327Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.**Brown & Brown** is seeing an **Associate Director of Voice Services** to join our growing team in **Plano, TX!** TheAssociate Director of Voice Services will be responsible for leading the vision, design, and operation of our voice and Contact Center technologies. This role will play a critical part in modernizing customer engagement through the adoption of agentic AI and intelligent automation, driving both operational efficiency and enhanced customer experience.**How You Will Contribute:** **Strategic Leadership*** Define and execute the roadmap for voice and Contact Center technologies aligned with business objectives.* Partner with all business units to maximize voice and Contact Center investments, while simplifying technology sprawl* Evangelize capabilities and features that can be leveraged across business units* Manage vendor relationships, to include strategic roadmaps and key performance objectives* Champion the adoption of agentic AI solutions (e.g., AI agents, automation workflows, intelligent routing) to improve customer and agent experiences.* Evaluate emerging technologies and vendors to continuously evolve the voice ecosystem.**Platform Management & Operations*** Oversee the design, implementation, and ongoing management of cloud-based voice and Contact Center platforms, including: + Five9 + Genesys (Cloud or Engage) + RingCentral + Microsoft Teams Voice* Ensure high availability, performance, and scalability of all voice systems.* Manage vendor relationships, contracts, and service-level agreements (SLAs).**AI & Automation Enablement*** Lead initiatives to integrate AI capabilities such as conversational AI, virtual agents, sentiment analysis, and real-time agent assist.* Partner with data and product teams to identify opportunities for AI-driven optimization.* Measure and report on business impact (e.g., cost reduction, CSAT improvements, containment rates). **Compliance & Risk Management*** Ensure voice and Contact Center environments meet regulatory and security requirements, including: + PCI-DSS compliance for payment processing + SOC 2 controls and audit readiness* Collaborate with security and compliance teams to implement policies, controls, and monitoring.**Team Leadership*** Lead and develop a team of voice engineers and analysts.* Foster a culture of innovation, accountability, and continuous improvement.* Provide technical guidance and mentorship across the organization.**Cross-Functional Collaboration*** Work closely with Customer Experience, Operations, Security, and IT teams to align technology with business needs.* Serve as a key stakeholder in digital transformation initiatives involving customer engagement. **Skills & Experience to be Successful:** * 7+ years of experience in voice services, Contact Center technologies, or unified communications.* 3+ years in a leadership or management role.* Hands-on experience with one or more major platforms: Five9, Genesys, RingCentral, and/or Microsoft Teams Voice.* Proven experience implementing or managing AI-driven Contact Center solutions.* Strong understanding of PCI-DSS and SOC 2 compliance requirements in a Contact Center environment.* Experience managing vendors and enterprise-scale deployments.* Experience with CCaaS and UCaaS architectures. (preferred)* Familiarity with APIs, integrations, and workflow automation tools. (preferred)* Knowledge of workforce engagement management (WEM) and analytics platforms. (preferred)**Teammate Benefits & Total Well-Being**We go beyond standard benefits, focusing on the total well-being of our teammates, including:* *Health Benefits*: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance* *Financial Benefits*: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement* *Mental Health & Wellness*: Free Mental Health & Enhanced Advocacy Services* *Beyond Benefits*: Paid Time Off, Holidays, Preferred Partner Discounts and more.*Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.*