Head of Voice Platforms & AI-Driven Contact Center

Brown & Brown; Plano (TX); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Life Insurance

Disability Insurance

401k

Employee Stock Purchase Plan

Tuition Reimbursement

Mental Health Services

Paid Time Off

Job summary

Brown & Brown in Plano, TX is seeking an Associate Director of Voice Services to lead the vision, design, and operation of our voice and Contact Center technologies. This role focuses on modernizing customer engagement through agentic AI and automation, driving efficiency and experience.

You will oversee major platforms (Five9, Genesys, RingCentral, Microsoft Teams Voice), ensure high availability, and manage vendor relationships and SLAs while guiding a skilled team of engineers and analysts.

Qualifications

• 7+ years of experience in voice services, contact center technologies, or unified communications.
• 3+ years in a leadership or management role.
• Hands-on experience with major platforms: Five9, Genesys, RingCentral, and/or Microsoft Teams Voice.
• Proven experience implementing or managing AI-driven contact center solutions.
• Strong understanding of PCI-DSS and SOC 2 compliance in a contact center environment.
• Experience with CCaaS and UCaaS architectures (preferred).
• Familiarity with APIs, integrations, and workflow automation tools (preferred).
• Knowledge of workforce engagement management (WEM) and analytics platforms (preferred).

Responsibilities

• Define and execute the roadmap for voice and contact center technologies aligned with business objectives.
• Partner with business units to maximize investments while reducing technology sprawl.
• Evangelize capabilities across units and manage vendor relationships and SLAs.
• Champion agentic AI solutions to improve customer and agent experiences.
• Oversee design, implementation, and operation of cloud-based voice platforms (Five9, Genesys, RingCentral, Teams).
• Lead initiatives to integrate AI capabilities and measure business impact.
• Ensure regulatory and security requirements are met (PCI-DSS, SOC 2).
• Lead and develop a team of voice engineers and analysts.

Skills

Voice services

Leadership

CCaaS/UCaaS

Vendor management

AI automation

Platform knowledge

Tools

Five9

Genesys

RingCentral

Microsoft Teams Voice

Job description

Brown & Brown in Plano, TX is seeking an Associate Director of Voice Services to lead the vision, design, and operation of our voice and Contact Center technologies. This role focuses on modernizing customer engagement through agentic AI and automation, driving efficiency and experience.

You will oversee major platforms (Five9, Genesys, RingCentral, Microsoft Teams Voice), ensure high availability, and manage vendor relationships and SLAs while guiding a skilled team of engineers and analysts.