General information

Location

Remote

Function

Technology

Business Unit

Shared Services

Full-time/Part-time

Full Time

Salary Range Min - Max (USD)

$167703 - $268325

Country

United States

Date

21-Jul-2026

Job ID

5764

JOB SUMMARY:

The Sr. Director, Contact Center Engineering leads the contact center technology function for One Call, with accountability for contact center platform strategy, telecommunications engineering, voice and digital channel architecture, and agentic AI platform integration. Reports to the Vice President, Information Technology.

The Sr. Director owns the technical strategy and execution for the contact center technology stack supporting One Call's care coordination operations across thousands of agents and millions of customers and provider interactions annually. The role drives platform consolidation, agentic AI integration, and modernization of the contact center technology portfolio in partnership with Operations, Product, and the broader Engineering organization
ESSENTIAL DUTIES & RESPONSIBILITIES:

Strategic Leadership: 35%

• Sets contact center technology strategy including platform selection, agentic AI integration, and channel modernization.
• Owns Genesys Cloud platform strategy and roadmap.
• Drives integration of agentic AI capabilities to deliver measurable operational outcomes including scheduling automation, conversational SMS, and intelligent routing.
• Partners with Operations leadership on quarterly roadmap, business case development, and outcome measurement.
• Sets technical architecture direction in partnership with Product and Engineering organizations.

Platform & Channel Engineering: 25%

• Owns engineering and operations of the Genesys Cloud platform including voice, IVR/IVA, omnichannel routing, and reporting.
• Drives modernization of telephony and voice infrastructure including SIP, carrier integration, dialer technology, and voice quality at scale.
• Owns SMS and conversational messaging architecture including 10DLC registration, branding, and carrier strategy.
• Establishes platform reliability, capacity, and performance standards for a business-critical contact center environment.
• Partners with security and infrastructure on contact center platform security posture and compliance.

Agentic AI & Modernization: 20%

• Leads the agentic AI roadmap for the contact center including deflection, agent assist, conversational IVR/IVA, and QA automation.
• Translates operational pain points into an AI-enabled technology roadmap with quantified business cases.
• Drives measurable outcomes from AI deployment in partnership with Operations and Product.
• Stays current on the evolving agentic AI and conversational AI landscape and applies it to the contact center.

People Leadership: 15%

• Leads and develops the contact center engineering team, building from individual-contributor depth to manager-level leadership.
• Owns talent strategy including hiring, succession planning, and performance management.
• Builds bench strength across platform engineering, telecommunications, and AI capability.
• Establishes an engineering culture grounded in delivery, operational excellence, and measurable outcomes.

Vendor & Financial Management: 5%

• Owns vendor relationships across contact center platform, telecom carriers, and AI/conversational platforms.
• Manages operating budget across platform licensing, telecom, and managed services.
• Drives cost discipline and contract negotiation including carrier and platform agreements.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Bachelor's degree in Computer Science, Engineering, or related discipline, or equivalent professional experience; advanced degree a plus.
• 12+ years of progressive technology experience in contact center, unified communications, or customer experience platforms.
• 6+ years leading multi-disciplinary engineering teams including individual contributors and managers.
• Demonstrated track record leading contact center platform modernization or migration at scale.
• Hands-on experience with Genesys Cloud, NICE, Five9, Amazon Connect, or comparable enterprise contact center platforms.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• Deep expertise in modern contact center platforms; Genesys Cloud strongly preferred.
• Working knowledge of agentic AI platforms and conversational AI architecture, with experience integrating AI capabilities into contact center workflows for measurable outcomes.
• Strong working knowledge of telecommunications including SIP, voice quality, dialer technology, SMS branding (Numeracle or comparable), and carrier integration.
• Experience with conversational SMS, IVR/IVA, voice bots, and omnichannel routing.
• Proven ability to translate operational pain points into a technology roadmap with quantified business cases.
• Strong technical depth combined with executive communication skills.
• Track record of building contact center engineering teams from individual contributors to manager-level leadership.
• Experience operating contact center technology supporting BPO and offshore operations.
• Strong vendor management and contract negotiation experience including telecom carriers and platform vendors.
• Ability to operate effectively in regulated industries (healthcare, financial services, workers' compensation).
• Spanish language proficiency a plus.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed in the colleague's home. Work-from-home requirements include the colleague's ability to set up computer equipment within their home office. Occasional in-person team meetings may be required depending on the position.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
• The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.

ADDITIONAL LEVELS WITHIN JOB FAMILY:

• Director, Contact Center Engineering
• Vice President, Customer Experience Technology

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.