Brown & Brown is seeing an
Associate Director of Voice Services to join our growing team in
Plano, TX!TheAssociate Director of Voice Services will be responsible for leading the vision, design, and operation of our voice and Contact Center technologies. This role will play a critical part in modernizing customer engagement through the adoption of agentic AI and intelligent automation, driving both operational efficiency and enhanced customer experience.
How You Will Contribute: Strategic Leadership- Define and execute the roadmap for voice and Contact Center technologies aligned with business objectives.
- Partner with all business units to maximize voice and Contact Center investments, while simplifying technology sprawl
- Evangelize capabilities and features that can be leveraged across business units
- Manage vendor relationships, to include strategic roadmaps and key performance objectives
- Champion the adoption of agentic AI solutions (e.g., AI agents, automation workflows, intelligent routing) to improve customer and agent experiences.
- Evaluate emerging technologies and vendors to continuously evolve the voice ecosystem.
Platform Management & Operations- Oversee the design, implementation, and ongoing management of cloud-based voice and Contact Center platforms, including:
- Five9
- Genesys (Cloud or Engage)
- RingCentral
- Microsoft Teams Voice
- Ensure high availability, performance, and scalability of all voice systems.
- Manage vendor relationships, contracts, and service-level agreements (SLAs).
AI & Automation Enablement- Lead initiatives to integrate AI capabilities such as conversational AI, virtual agents, sentiment analysis, and real-time agent assist.
- Partner with data and product teams to identify opportunities for AI-driven optimization.
- Measure and report on business impact (e.g., cost reduction, CSAT improvements, containment rates).
Compliance & Risk Management- Ensure voice and Contact Center environments meet regulatory and security requirements, including:
- PCI-DSS compliance for payment processing
- SOC 2 controls and audit readiness
- Collaborate with security and compliance teams to implement policies, controls, and monitoring.
Team Leadership- Lead and develop a team of voice engineers and analysts.
- Foster a culture of innovation, accountability, and continuous improvement.
- Provide technical guidance and mentorship across the organization.
Cross-Functional Collaboration- Work closely with Customer Experience, Operations, Security, and IT teams to align technology with business needs.
- Serve as a key stakeholder in digital transformation initiatives involving customer engagement.
Skills & Experience to be Successful:- 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 one or more 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 requirements in a Contact Center environment.
- Experience managing vendors and enterprise-scale deployments.
- 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)
Teammate Benefits & Total Well-BeingWe go beyond standard benefits, focusing on the total well-being of our teammates, including:
- Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
- Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.
Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.
