Director, Contact Centre Technology

InOpTra Digital; California City (CA); On-site; USD 190,000 - 260,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

CCaaS platforms

Voice routing

Executive communication

Leadership

Roadmap ownership

Platform modernization

Vendor relationships

Agile

ITIL

Enterprise architecture

Tools

Salesforce ServiceCloud

Jira

Workday

Kore.ai

Job description

About The Role

The Director, ContactCenter Technology will lead the strategy, roadmap,delivery, and ongoingevolution of the enterprise contactcenter and telephony technology ecosystem. This leader will own the full Contact Center as a Serviceplatform landscape, including NICE CXone / CX1 or future-state alternatives, voice infrastructure, routing, IVR, workforce technology integrations, reporting enablement, automation capabilities, and relatedcustomer and employeeexperience technologies.

Director, Contact Center Technology

Experience- 20+years

About The Role

The Director, ContactCenter Technology will lead the strategy, roadmap,delivery, and ongoingevolution of the enterprise contactcenter and telephony technology ecosystem. This leader will own the full Contact Center as a Serviceplatform landscape, including NICE CXone / CX1 or future-state alternatives, voice infrastructure, routing, IVR, workforce technology integrations, reporting enablement, automation capabilities, and relatedcustomer and employeeexperience technologies. This role is accountable for ensuring the contact centertechnology platform is reliable, scalable,secure, cost-effective, and alignedto business needs.The Director will partner closelywith operations, customer experience, product,compliance, enterprise architecture, infrastructure, security, data,and vendor partners to delivera modern, resilient, and business-enabling contactcenter technology capability. The ideal candidateis a hands-on strategic leader with deep CCaaS experience, strong telephony knowledge, excellent businesspartnership skills, and a provenability to buildand lead high-performing technology teams. This person should be comfortable operatingat both the executive roadmaplevel and the detailed platform-design level.

Key Responsibilities

• 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 any future platform evaluation or transformation efforts.
• Define the future-state architecture for contact center technology, includingvoice, digital channels, routing, IVR, self-service, AI, automation, analytics, integrations, and workforceenablement.
• Continuously assessplatform capabilities againstbusiness needs, operational priorities, cost, scalability, reliability, and customer experience goals.
• Lead platformmodernization efforts, including rationalization, consolidation, optimization, and potential re-platforming when warranted.
• Establish a clear productvision for contactcenter technology that balances operational stability with innovation.

Platform Ownership and Delivery

• Own the health, performance, reliability, configuration, and lifecycle management of the contact center technology platform.
• Lead the delivery of new capabilities, enhancements, integrations, migrations, and operational improvements.
• Ensure effective intake,prioritization, planning, and execution of contact centertechnology demand.
• Partner with business stakeholders to translate operational needs into scalabletechnology solutions.
• Oversee platform configuration, routing design, telephony flows, IVR design, queue management, channel enablement, and integration patterns.
• Establish and maintain standards for design, documentation, testing, release management, monitoring, and support.
• Ensure technology solutions are designedfor resiliency, compliance, security, auditability, and operational excellence.

Telephony and Voice Technology Leadership

• Own the enterprise telephony capabilities supporting contact center operations.
• Provide leadership across voice routing,SIP, carrier management, number management, call flows, recording, quality, uptime, and incident response.
• Partner with infrastructure, network,security, and vendor teams to ensure strong voice quality, availability, disasterrecovery, and performance.
• Lead root cause analysisand continuous improvement efforts related to telephony incidents, call quality, routing failures, and platform stability.
• Maintain a strong understanding of regulatory, compliance, privacy, and securityconsiderations related to voice and contact center technologies.

Business Partnership

• Build trustedrelationships with contactcenter operations, customerexperience, claims, provider/ member services, sales, accountmanagement, compliance, and other businessleaders.
• Serve as a strategic advisor to business partners on how contact center technology can improve service levels, efficiency, employee experience, customer experience, and business outcomes.
• Partner with business leadersto define measurable outcomes, value cases,and success metricsfor technology investments.
• Communicate roadmap,tradeoffs, delivery status,risks, and decisionsclearly to executiveand operational stakeholders.
• Challenge legacy processes where appropriate and help business teams reimagine workflows using modern CCaaS, automation, AI, and analytics capabilities.

Team Leadership and Talent Development

• Lead, develop,and mentor a team of contact center technology professionals, including platform owners, engineers, analysts, administrators, and deliveryresources.
• Build a strong internalcapability model with clear roles,accountabilities, standards, and career paths.
• Create a culture of ownership, serviceexcellence, technical depth,continuous improvement, and business partnership.
• Ensure the team has the right mix of platform expertise, telephony knowledge, deliverydiscipline, operational support capability, and strategic thinking.
• Manage resource planning, performance, capacity, vendor augmentation, and succession planning.

Vendor and Partner Management

• Own strategic vendor relationships acrossCCaaS, telecom carriers, implementation partners, managed service providers, and related technology vendors.
• Hold vendorsaccountable for servicelevels, delivery quality, roadmap alignment, incident resolution, and commercial value.
• Lead or supportcontract renewals, platformevaluations, RFPs, licensing reviews, and cost optimization efforts.
• Maintain awareness of market trends across CCaaS, AI-enabled contactcenter solutions, workforce engagement, analytics, self-service, and omnichannel platforms.
• Ensure vendor capabilities are leveraged effectively while building strong internal productownership and architecture capability.

Operational Excellence, Risk, and Governance

• Establish governance for roadmap prioritization, platform changes, operational support, vendor performance, and business value realization.
• Ensure production support processes are mature, including monitoring, incident management, problem management, change management, disasterrecovery, and businesscontinuity.
• Define and track key operational metricssuch as platform availability, call quality, incidenttrends, delivery throughput, adoption, business value, and customerexperience outcomes.
• Partner with security, legal, privacy, risk, and compliance teams to ensure the contactcenter technology environment meets enterprise standards.
• Drive continuous improvement across reliability, user experience, cost efficiency, delivery predictability, and platform performance.

Required Qualifications

• 10+ years of experience in enterprise technology, contact center technology, telephony, customer experience platforms, 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 centertelephony, including voicerouting, SIP, carriers, IVR, call recording, queue design,number management, and call-quality troubleshooting.
• Proven experience owning technology roadmaps, platform strategy, vendorrelationships, and business stakeholder partnerships.
• Demonstrated ability to lead platformmodernization, transformation, migration, or optimization efforts.
• Strong understanding of contact centeroperations, including agentworkflows, service levels, routing strategies, quality management, workforce management, reporting, and customer experience metrics.
• Experience working in regulated, complex,or enterprise-scale environments.
• Strong executivecommunication skills with the abilityto simplify complextechnical topics for business audiences.
• Demonstrated ability to build, lead, and develop high-performing teams.

Preferred Qualifications

• Experience with NICE CXone/ CX1 administration, architecture, implementation, or platform ownership.
• Experience leading CCaaS vendor evaluations, RFPs, migrations, or major platformtransformations.
• Experience with AI-enabled contactcenter capabilities, including virtual agents, agentassist, speech analytics, sentiment analysis,self-service automation, and knowledge integration.
• Experience integrating contact center platforms with CRM, case management, workforce management, data platforms, identity platforms, and enterprise reporting tools.
• Experience in healthcare, financialservices, payments, insurance, or other regulatedindustries.
• Familiarity with Salesforce ServiceCloud, Microsoft ecosystem technologies, Jira, Workday,Kore.ai, or similar enterprise platforms.
• Experience managingboth internal teamsand external vendordelivery partners.
• Familiarity with Agile,product operating models,ITIL, DevOps, and enterprise architecture practices.

Leadership Competencies

• Strategic platform thinkerwith the abilityto connect technology decisions to businessoutcomes.
• Strong business partnerwho can build credibility with operational and executive stakeholders.
• Technically credibleleader who understands both CCaaS platforms and the underlying telephony ecosystem.
• Product-oriented mindsetwith a focus on roadmapownership, value delivery,and continuous improvement.
• Bias toward simplification, standardization, and scalable enterprise design.
• Strong talent developer who builds internalcapability rather than over-relying on third parties.
• Comfortable challenging assumptions and helpingthe business rethinklegacy contact center processes.
• Calm, decisiveleader during incidents, escalations, and high-pressure operational situations.
• Strong communicator who can operatefrom architecture detailsto executive strategy.

Success Measures

• Improve the reliability, performance, and scalability of the contactcenter technology ecosystem.
• Deliver a clear and business-aligned contact center technology roadmap.
• Strengthen platform ownership, governance, documentation, and operating discipline.
• Improve stakeholder satisfaction with contact center technology delivery and support.
• Reduce operational friction,incidents, and manual work throughbetter design and automation.
• Build a capable, accountable, and trusted internalteam.
• Optimize vendor performance, platform value, and total cost of ownership.
• Enable measurable improvements in customer experience, agent experience, serviceefficiency, and business outcomes.

Reporting Relationship

This role will report to the enterprise applications leadership organization and will partner closely with contact center operations, customer experience, infrastructure, security, enterprise architecture, data, compliance, and vendor teams.

Position Summary

The Director, ContactCenter Technology is a criticalenterprise technology leadership role responsible for shaping and operating the platforms that power customerand stakeholder interactions. This leader will ensure the organization has a modern,resilient, and business-aligned CCaaS capability while building the team, partnerships, and operating model needed to support future growth and transformation.