Director, Voice Services & AI-Driven Contact Center

Brown & Brown, Inc.; Plano (TX); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health benefits

401k

Student Loan Assistance

Tuition Reimbursement

Mental Health & Wellness

Paid Time Off

Holidays

Discounts

Job summary

Brown & Brown, Inc. in Plano, TX, seeks an Associate Director of Voice Services to lead the vision, design, and operation of our voice and Contact Center technologies, driving modernization through agentic AI and automation.

You will define roadmaps for Five9, Genesys, RingCentral, and Teams Voice, partner with business units, manage vendor SLAs, ensure regulatory compliance, and nurture a high-performing team of voice engineers and analysts.

Qualifications

• 7+ years of experience in voice services, Contact Center technologies, or UC.
• 3+ years in a leadership or management role.
• Hands-on with Five9, Genesys, RingCentral and/or Teams Voice.

Responsibilities

• Define and execute the roadmap for voice and Contact Center technologies.
• Partner with business units to maximize investments and reduce tech sprawl.
• Champion agentic AI adoption and intelligent routing to improve CX and agent experience.
• Oversee cloud-based voice platforms, ensure high availability and performance.
• Manage vendor relationships, SLAs, and costs; ensure PCI-DSS/SOC2 compliance.
• Lead a team of voice engineers and analysts; mentor across the org.

Skills

Voice services

Leadership

Unified communications

Tools

Five9

Genesys

RingCentral

Microsoft Teams Voice

Job description

Brown & Brown, Inc. in Plano, TX, seeks an Associate Director of Voice Services to lead the vision, design, and operation of our voice and Contact Center technologies, driving modernization through agentic AI and automation.

You will define roadmaps for Five9, Genesys, RingCentral, and Teams Voice, partner with business units, manage vendor SLAs, ensure regulatory compliance, and nurture a high-performing team of voice engineers and analysts.