Director of Customer Engagement & Agent Platforms

Best Egg; Delaware; On-site; USD 150,000 - 165,000; Full time

Job summary

Best Egg is seeking a Director of Customer Engagement & Agent Platforms to own and optimize the systems that enable customer engagement and agent execution across operations. The role focuses on platform ownership, configuration, and continuous improvement, not software engineering or frontline management.

Responsibilities include driving platform performance, aligning with business strategy, and implementing AI-enabled features while partnering with cross-functional teams to meet demand and

Qualifications

• 8–12+ years in operations or platform management.
• Experience owning engagement, CRM, or contact center platforms.
• Structured processes for intake, prioritization, change management.
• Strong knowledge of operational workflows and customer/agent experience.
• Experience AI capabilities and tools integration.
• Demonstrated experience driving cross-functional initiatives in complex environments.

Responsibilities

• Own performance of customer engagement and agent platforms (SMS, email, voice/IVR, CRM, workflow systems).
• Align platforms to business strategy and operational workflows.
• Drive AI-enabled features within platform configurations.
• Manage intake, backlog, and change processes for platform enhancements.
• Partner with Operations Strategy, Analytics, Product and Engineering to align capabilities.
• Oversee workforce management to align with platform strategy and demand.

Skills

Platform ownership

Change management

AI capabilities

Cross-functional initiatives

Operations strategy

Tools

Zendesk

Messaging platforms

Telephony/IVR

Job description

Best Egg is seeking a Director of Customer Engagement & Agent Platforms to own and optimize the systems that enable customer engagement and agent execution across operations. The role focuses on platform ownership, configuration, and continuous improvement, not software engineering or frontline management.

Responsibilities include driving platform performance, aligning with business strategy, and implementing AI-enabled features while partnering with cross-functional teams to meet demand and