Director, Voice Services & AI-Driven CX

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

Benefits offered by this job

Health benefits

401k

Employee stock purchase plan (ESPP)

Tuition reimbursement

Paid time off

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.

This role will drive modernization through agentic AI and intelligent automation to improve customer experience and operational efficiency. The ideal candidate will have 7+ years in voice/UC, 3+ years in leadership, and hands-on experience with Five9, Genesys, RingCentral or MS Teams Voice.

Qualifications

• 7+ years in voice services, contact center tech, or UC.
• 3+ years in a leadership role.
• Hands-on with major platforms: Five9, Genesys, RingCentral and/or MS Teams Voice.
• Proven AI-driven CC solutions experience.
• Strong PCI-DSS and SOC 2 knowledge.
• Vendor management and large deployments.
• CCaaS/UCaaS architectures understood.

Responsibilities

• Define and execute the roadmap for voice and Contact Center technologies.
• Partner with business units to maximize investments and reduce tech sprawl.
• Champion AI solutions for customer and agent experiences.
• Oversee design, implementation, and management of cloud voice platforms.
• Ensure high availability, performance, and scalability of voice systems.
• Lead vendor contracts and SLAs.

Skills

Voice services

Contact Center

Leadership

Vendor management

AI in contact center

PCI-DSS & SOC 2

CCaaS/UCaaS

Tools

Five9

Genesys

RingCentral

MS 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.

This role will drive modernization through agentic AI and intelligent automation to improve customer experience and operational efficiency. The ideal candidate will have 7+ years in voice/UC, 3+ years in leadership, and hands-on experience with Five9, Genesys, RingCentral or MS Teams Voice.