Associate Director, Voice Services

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

Benefits offered by this job

Health benefits

401k

Employee stock purchase plan (ESPP)

Tuition reimbursement

Paid time off

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.

This role will drive modernization through agentic AI and intelligent automation to improve customer experience and operational efficiency. The ideal candidate will have 7+ years in voice/UC, 3+ years in leadership, and hands-on experience with Five9, Genesys, RingCentral or MS Teams Voice.

Qualifications

• 7+ years in voice services, contact center tech, or UC.
• 3+ years in a leadership role.
• Hands-on with major platforms: Five9, Genesys, RingCentral and/or MS Teams Voice.
• Proven AI-driven CC solutions experience.
• Strong PCI-DSS and SOC 2 knowledge.
• Vendor management and large deployments.
• CCaaS/UCaaS architectures understood.

Responsibilities

• Define and execute the roadmap for voice and Contact Center technologies.
• Partner with business units to maximize investments and reduce tech sprawl.
• Champion AI solutions for customer and agent experiences.
• Oversee design, implementation, and management of cloud voice platforms.
• Ensure high availability, performance, and scalability of voice systems.
• Lead vendor contracts and SLAs.

Skills

Voice services

Contact Center

Leadership

Vendor management

AI in contact center

PCI-DSS & SOC 2

CCaaS/UCaaS

Tools

Five9

Genesys

RingCentral

MS Teams Voice

Job description

Built 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! The Associate 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.
• Familiarity with APIs, integrations, and workflow automation tools.
• Knowledge of workforce engagement management (WEM) and analytics platforms.

Benefits & Total Well-Being

• 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.

Equal Opportunity Statement

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.

Company Culture

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Founded in 1939 as a small, two-partner firm, Brown & Brown (NYSE: BRO) and our team of companies have grown into one of the world’s largest insurance brokerages while staying true to our foundation of trust, resilience, and delivering results.

With a team that is as connected locally as it is globally, our high-performing, highly collaborative team delivers innovative risk and insurance solutions.

We look for individuals who embrace our culture, thrive in a collaborative environment, are driven to grow and succeed, and are committed to always doing what is right.

With a unique culture built on integrity, superior capabilities and grit, we value teamwork, trust and courage.

We think of ourselves as a team, so we have teammates—not employees, and leaders—not managers.

Everything we do is about the greater “WE”—never “me.” While diverse in abilities and experience, we are all connected through our core values, a commitment to our local communities and a shared mission—always doing what is best for our customers.