Director, Head of Contact Centers

Insight Global; Houston (TX); On-site; USD 150,000 - 230,000; Full time

Job summary

Insight Global seeks a Director of Contact Center Technology & Reliability to lead the enterprise CCaaS environment and ensure high reliability for two critical call centers, appointment scheduling, and field dispatch operations. The role oversees Genesys Cloud and partners with executives to drive performance, AI integration, and expanded unified communications.

The ideal candidate will have deep CCaaS expertise, strong leadership, and a proven track record guiding complex troubleshooting while

Qualifications

• Deep experience managing Genesys Cloud or a comparable enterprise CCaaS platform such as NICE, Dialpad, or Five9.
• Strong understanding of enterprise contact center technology, architecture, operations, and reliability.
• Experience leading technical teams in a production environment.
• Strong troubleshooting across dropped calls, one-way audio, media gateways, latency, jitter, call setup, routing, and end-to-end call flow.
• Experience managing contact center SLAs, KPIs, production incidents, and operational performance.
• Experience managing third-party vendors, consultants, and technology partners.
• Ability to understand complex technical issues, identify likely causes, and guide engineers through resolution.
• Strong executive communication, expectation-setting, and cross-functional partnership skills.
• Demonstrated ability to assess, mentor, and develop technical team members.
• Ability to work effectively with demanding business stakeholders and proactively bring forward solutions.
• Direct and extensive Genesys Cloud experience.
• Experience working with contact center platforms hosted in AWS.
• Experience with SMS, MMS, unified communications, and one-number customer communication strategies.
• Experience integrating AI or agentic AI solutions into contact center environments.
• Experience determining when technology should be built internally versus implemented through an external partner.
• Experience supporting call center sales, appointment scheduling, customer follow-up, or field dispatch workflows.
• Technical background as an engineer, architect, or senior administrator before progressing into leadership.
• Experience evaluating cloud region strategy, latency, availability, or platform placement.
• Experience managing both internal employees and outsourced technical resources.
• Genesys, CCaaS, AWS, or related industry certifications.

Responsibilities

• Oversee the enterprise contact center technology environment and reliability for two critical call centers.
• Lead a small internal team while managing consultants, vendors, and technology partners.
• Partner with call center directors and technology leadership to manage SLAs and improve operational performance.
• Expand unified communications capabilities and implement additional AI solutions.
• Develop the existing team, set clear expectations, and communicate with executives.
• Identify and implement solutions that align with the organization’s broader contact center strategy.

Skills

Executive leadership

Cross-functional partnership

Genesys Cloud expert

CCaaS expertise

Vendor management

Troubleshooting

AWS knowledge

AI integration

SLA management

Tools

Genesys Cloud

AWS

NICE

Dialpad

Five9

Job description

Job Description

A client of Insight Global is seeking a Director of Contact Center Technology & Reliability to lead its enterprise contact center technology environment. This is a highly visible leadership role responsible for the reliability, performance, and continued evolution of technology supporting two critical call centers, appointment scheduling, sales, customer communications, and field technician dispatch operations.

This individual will oversee the Genesys Cloud environment while leading a small internal team and managing consultants, vendors, and technology partners. The ideal candidate will bring deep contact center technology expertise and enough technical depth to guide complex troubleshooting, understand the underlying architecture, and provide direction without serving as the day-to-day engineer.

This leader will partner closely with call center directors and technology leadership to manage service levels, improve operational performance, expand unified communications capabilities, and implement additional AI solutions. They will also be responsible for developing the existing team, setting clear expectations, communicating effectively with executives, and proactively identifying solutions that support the organization’s broader contact center strategy.

Skills and Requirements

• Deep experience managing Genesys Cloud or a comparable enterprise CCaaS platform such as NICE, Dialpad, or Five9.
• Strong understanding of enterprise contact center technology, architecture, operations, and reliability.
• Experience leading technical teams in a critical production environment.
• Strong troubleshooting knowledge across dropped calls, one-way audio, media gateways, latency, jitter, call setup, routing, and end-to-end call flow.
• Experience managing contact center SLAs, KPIs, production incidents, and operational performance.
• Experience managing third-party vendors, consultants, and technology partners.
• Ability to understand complex technical issues, identify likely causes, and guide engineers through resolution.
• Strong executive communication, expectation-setting, and cross-functional partnership skills.
• Demonstrated ability to assess, mentor, and develop technical team members.
• Ability to work effectively with demanding business stakeholders and proactively bring forward solutions.
• Direct and extensive Genesys Cloud experience.
• Experience working with contact center platforms hosted in AWS.
• Experience with SMS, MMS, unified communications, and one-number customer communication strategies.
• Experience integrating AI or agentic AI solutions into contact center environments.
• Experience determining when technology should be built internally versus implemented through an external partner.
• Experience supporting call center sales, appointment scheduling, customer follow-up, or field dispatch workflows.
• Technical background as an engineer, architect, or senior administrator before progressing into leadership.
• Experience evaluating cloud region strategy, latency, availability, or platform placement.
• Experience managing both internal employees and outsourced technical resources.
• Genesys, CCaaS, AWS, or related industry certifications.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].