Director, CX Tech & Systems Transformation

FCP Euro Inc.; Milford (CT); Remote; USD 145,000 - 165,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Zero-premium Medical plan

PTO 120 hours + sick time

Job summary

FCP Euro Inc. is seeking a Director of CX Technology and Systems to own the CX tech stack, set a multi-year vision, and personally configure, test, and ship against it.

You’ll lead our largest contact-center initiatives and design CCaaS upgrades, IVR flows, queues, routing and disaster recovery. You’ll connect Zendesk Copilot and agent tools with AI capabilities, build a rolling roadmap, partner with Product and Engineering, and drive integrations across e-commerce, OMS and ERP.

Qualifications

• 8+ years in customer experience, contact center, or service operations; 3+ years owning CX systems/tech.
• Ownership of at least one end-to-end CCaaS/telephony migration; Amazon Connect experience preferred.
• Hands-on Zendesk administration across Support, Talk, Guide, Explore, triggers, automations, SLAs and APIs.

Responsibilities

• Lead platform migrations for CCaaS and telephony upgrades; design and implement IVR, queues, routing, and disaster recovery.
• Drive AI agent capabilities and agent-augmentation initiatives; measure containment, deflection, and CSAT impact.
• Set a rolling multi-year CX stack roadmap; build business cases for major investments and vendor evaluations.
• Drive integrations across e-commerce, OMS, ERP; partner with Product and Engineering, gathering requirements and ensuring adoption.

Skills

CX leadership

CCaaS migration

Amazon Connect

Zendesk admin

AI automation

APIs & SQL

Vendor management

Product/Engineering collaboration

Project management

CX metrics

Education

Bachelor's degree in business/IS/engineering

Tools

Zendesk

Amazon Connect

REST APIs

SQL

Job description

FCP Euro Inc. is seeking a Director of CX Technology and Systems to own the CX tech stack, set a multi-year vision, and personally configure, test, and ship against it.

You’ll lead our largest contact-center initiatives and design CCaaS upgrades, IVR flows, queues, routing and disaster recovery. You’ll connect Zendesk Copilot and agent tools with AI capabilities, build a rolling roadmap, partner with Product and Engineering, and drive integrations across e-commerce, OMS and ERP.