Director, AI-Enhanced Customer Engagement Platforms

Best Egg; Wilmington (DE); On-site; USD 150,000 - 165,000; Full time

Benefits offered by this job

Retirement plan with company match

Generous paid time off

Health plans (dental & vision)

Flexible Spending Plans

Life insurance & wellness programs

Job summary

Best Egg, now part of Barclays, seeks a Director, Customer Engagement & Agent Platforms to lead the ownership, management, and optimization of the systems that enable customer engagement and agent execution across operations.

This role focuses on platform ownership, configuration, and continuous improvement, not software engineering or frontline management, and requires strong experience in operations, platform management, and vendor relationships with platforms such as Zendesk and telephony/IVR.

Qualifications

• 8–12+ years of experience in operations, platform management, or related roles.
• Experience owning and managing engagement, CRM, or contact center platforms / vendors (e.g., Zendesk, messaging platforms, telephony/IVR systems)
• Demonstrated experience establishing structured processes (intake, prioritization, change management)
• Strong understanding of operational workflows and customer/agent experience
• Experience managing platform configuration and workflow optimization
• Demonstrated experience identifying and implementing AI capabilities and tools
• Experience driving cross-functional initiatives in complex environments

Responsibilities

• Own the performance and effectiveness of customer engagement and agent platforms (SMS, email, voice/IVR, CRM, workflow systems)
• Ensure platforms are aligned to business strategy, operational workflows, and performance goals
• Operate as the primary owner of platform outcomes within operations, with end-to-end accountability for performance and continuous improvement
• Identify opportunities to enhance platform capabilities and improve operational outcomes
• Identify and implement opportunities to leverage AI and automation within customer engagement and agent platforms to improve efficiency and customer experience
• Establish and manage structured intake, prioritization, backlog and change management processes for platform enhancements
• Ensure platform changes are executed in a controlled, scalable, and well-documented manner
• Drive implementation and adoption of AI-enabled features (e.g., chat automation, intelligent routing, agent assist) within platform configurations
• Manage relationships with platform vendors and partners (e.g., Zendesk, messaging platforms, telephony providers)
• Ensure vendor performance aligns with operational needs and priorities
• Evaluate and implement enhancements or new capabilities as appropriate
• Serve as the operations and / or lead for vendor lifecycle management, including platform evaluations, migrations, contract renewals, and ongoing vendor performance management
• Partner closely with Operations Strategy, Analytics, and business leaders to align platform capabilities with business priorities
• Coordinate with Product and Engineering teams as needed for system enhancements and integrations
• Act as a bridge between business needs and platform execution
• Provide strategic oversight of workforce management and dialer operations to ensure alignment with platform strategy and business demand
• Partner with Agent Systems & Operations leadership to coordinate capacity, execution, and system behavior
• Ensure alignment between workforce planning, platform configuration, and customer engagement strategy
• Support development of scalable execution models, including BPO-supported intraday operations

Skills

Engagement platform ownership

CRM / contact center platforms

Vendor management

AI capabilities

Cross-functional collaboration

Tools

Zendesk

Messaging platforms

Telephony/IVR systems

Job description

Best Egg, now part of Barclays, seeks a Director, Customer Engagement & Agent Platforms to lead the ownership, management, and optimization of the systems that enable customer engagement and agent execution across operations.

This role focuses on platform ownership, configuration, and continuous improvement, not software engineering or frontline management, and requires strong experience in operations, platform management, and vendor relationships with platforms such as Zendesk and telephony/IVR.