Director of CX Technology & Systems (AI, CCaaS & Integrations)

FCP Euro Inc.; Connecticut; Remote; USD 145,000 - 165,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k with match

PTO 120 hours

Employee discounts

Job summary

FCP Euro Inc. is seeking a Director of CX Technology and Systems to own the CX tech stack, driving multi-year vision and hands-on configuration.

You will lead major CCaaS/telephony upgrades, AI agent augmentation, and cross-functional integrations with e-commerce, OMS, and ERP to deliver measurable efficiency. You will work closely with Product and Engineering, design end-to-end migrations, and build the first version before growing a team as needed.

Qualifications

• 8+ years in customer experience, contact center, or service operations.
• 3+ years owning CX systems or technology.
• Hands-on Zendesk administration across Support, Talk, Guide, Explore, triggers, automations, SLAs, and APIs.

Responsibilities

• Lead CCaaS and telephony upgrades and migrations through discovery, requirements, design, build, testing, cutover, and hypercare.
• Design and configure contact flows, IVR, queues, routing profiles, skills-based routing, and disaster recovery behavior.
• Build test and cutover plans, including parallel run strategy, rollback criteria, and service-level protection.
• Manage implementation partners and vendors, owning scopes of work, milestones, acceptance criteria, and post-launch support.
• Lead agent and supervisor training with Knowledge Management and Learning teams, set platform administration standards with IT.
• Own optimization of Zendesk Copilot and other agent assist tools, from macro hygiene to tuning and adoption tracking.
• Identify, pilot, and launch AI agent capabilities across voice, email, chat, and self-service.
• Define how automation is measured: containment, deflection, escalation rate, resolution quality, CSAT, handle time.
• Partner with Voice of Customer and QA to ensure automation improves CX and report when it does not.
• Maintain an efficiency ledger showing capacity created, cost per contact impact, and headcount avoided.
• Own a rolling multi-year CX stack roadmap aligned with growth, volume forecasts, and budget.
• Build business cases for major investments with TCO, effort, and gains.
• Scan CCaaS/agent AI markets, run pilots, and publish build/buy/defer recommendations.
• Define target-state architecture for Zendesk and data sharing with telephony, Solidus, Coresense, and future systems.

Skills

CCaaS knowledge

Telephony platforms

AI agent augmentation

Zendesk administration

Vendor management

Product & Engineering collaboration

Project and change management

CX metrics analysis

SQL

Education

Bachelor's degree in business, information systems, engineering, or related

Tools

Zendesk

CCaaS platforms (Amazon Connect, Genesys, NICE, Five9, Talkdesk)

CRM/OMS/ERP integrations

Job description

FCP Euro Inc. is seeking a Director of CX Technology and Systems to own the CX tech stack, driving multi-year vision and hands-on configuration.

You will lead major CCaaS/telephony upgrades, AI agent augmentation, and cross-functional integrations with e-commerce, OMS, and ERP to deliver measurable efficiency. You will work closely with Product and Engineering, design end-to-end migrations, and build the first version before growing a team as needed.