Remote Director of CX Tech & AI Systems

FCP Euro; Milford (CT); Remote; USD 145,000 - 165,000; Full time

Benefits offered by this job

Medical, dental, vision insurance (sub

PTO 120 hours

401k with company match

Employee discounts on catalog

Job summary

FCP Euro is seeking a Director of CX Technology and Systems to own the CX tech stack, setting a multi-year vision and personally configuring, testing, integrating, and shipping against it.

You will lead our largest contact-center initiatives, modernizing CCaaS and telephony, expanding AI agent capabilities, and deepening integrations across ecommerce, OMS, and ERP. This is an owner-operator role.

Qualifications

• 8+ years in customer experience, contact center, or service operations.
• 3+ years owning systems, tooling, or technology for a CX organization.
• Ownership of at least one end-to-end CCaaS or telephony migration.

Responsibilities

• Lead platform migrations and implementation across CCaaS and telephony.
• Design and configure contact flows, IVR, queues, routing profiles, and disaster recovery.
• Build test and cutover plans with parallel run strategy and rollback criteria.
• Manage implementation partners and vendors, owning scopes of work and milestones.
• Lead agent and supervisor training and set platform administration standards.

Skills

CCaaS

Telephony

Zendesk Copilot

APIs

SQL

Vendor mgmt

PM/PMO

Leadership

Education

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

Tools

Zendesk

Job description

FCP Euro is seeking a Director of CX Technology and Systems to own the CX tech stack, setting a multi-year vision and personally configuring, testing, integrating, and shipping against it.

You will lead our largest contact-center initiatives, modernizing CCaaS and telephony, expanding AI agent capabilities, and deepening integrations across ecommerce, OMS, and ERP. This is an owner-operator role.