Director, CCaaS & Contact Center Technology Strategy

InOpTra Digital; California City (CA); Presencial; USD 190.000 - 260.000; Jornada completa

Descripción de la vacante

InOpTra Digital is seeking a Director, Contact Center Technology to lead strategy, roadmap, and delivery for the enterprise contact center ecosystem. You will own the CCaaS landscape, including NICE CXone/CX1, voice infrastructure, IVR, and analytics, ensuring reliability and scalability.

The role requires 10+ years in enterprise tech and 5+ years leading delivery teams, with deep CCaaS and telephony expertise. Strong executive partnerships and a hands-on leadership style are essential.

Formación

• 10+ years of experience in enterprise technology, contact center technology, telephony, or related areas.
• 5+ years of leadership experience managing technology teams, platform teams, or delivery organizations.
• Deep experience with CCaaS platforms such as NICE CXone / CX1, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco, or similar platforms.
• Strong understanding of contact center telephony, including voice routing, SIP, carriers, IVR, call recording, queue design, number management, and call-quality troubleshooting.
• Proven experience owning technology roadmaps, platform strategy, vendor relationships, and business stakeholder partnerships.

Responsabilidades

• Own the enterprise contact center technology strategy, roadmap, and multi-year investment plan.
• Serve as the accountable technology leader for the CCaaS ecosystem, including NICE CXone / CX1 and future platform transformation.
• Define the future-state architecture for contact center technology, including voice, channels, routing, IVR, AI, and analytics.
• Lead platform modernization, including rationalization, consolidation, and potential re-platforming.
• Establish a clear product vision for contact center technology balancing stability with innovation.
• Lead, develop, and mentor a team of contact center technology professionals.

Conocimientos

CCaaS platforms

Voice routing

Executive communication

Leadership

Roadmap ownership

Platform modernization

Vendor relationships

Agile

ITIL

Enterprise architecture

Herramientas

Salesforce ServiceCloud

Jira

Workday

Kore.ai

Descripción del empleo

InOpTra Digital is seeking a Director, Contact Center Technology to lead strategy, roadmap, and delivery for the enterprise contact center ecosystem. You will own the CCaaS landscape, including NICE CXone/CX1, voice infrastructure, IVR, and analytics, ensuring reliability and scalability.

The role requires 10+ years in enterprise tech and 5+ years leading delivery teams, with deep CCaaS and telephony expertise. Strong executive partnerships and a hands-on leadership style are essential.