Director, Contact Center Technologies jobs in United States
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Moder ยท 18 hours ago

Director, Contact Center Technologies

positionUnited States
timeFull-time
remoteOnsite
senioritySenior Level, Lead/Staff
date10+ years exp

Moder is a company that focuses on contact center technologies, and they are seeking a Director of Contact Center Technologies to lead the strategic direction and implementation of technology initiatives. This role involves overseeing omnichannel platform integrations, optimizing telephony and IVR systems, and collaborating with cross-functional teams to enhance customer and agent experiences.

BankingComplianceFinancial ServicesFinTechInsuranceMortgageOutsourcingRisk Management
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H1B Sponsor Likelynote

Responsibilities

Provide strategic leadership for all contact center technology initiatives, including IVR, IVA, omnichannel routing, workforce management (WFM), quality management, and CRM integrations
Direct the architecture, development, and deployment of scalable solutions utilizing platforms such as Genesys Cloud, Five9, NICE InContact, RingCentral, Omilia, and Salesforce
Lead the planning and implementation of new technologies and continuous improvements, leveraging Agile methodologies and CI/CD pipelines
Oversee the integration of APIs for seamless connectivity between SaaS platforms (e.g., payment processors, CRM systems, reporting tools, messaging services)
Ensure regulatory compliance with industry standards, including FDCPA, CFPB, TCPA, STIR/SHAKEN, and E911 emergency services
Collaborate with business leaders and IT stakeholders to align contact center technologies with organizational goals and customer experience strategies
Manage vendor relationships, including contract negotiations, service level agreements (SLAs), and performance management
Analyze contact center KPIs and telephony data to identify optimization opportunities and implement solutions to drive efficiency, cost savings, and service excellence
Develop and lead a high-performing team of contact center technology managers, developers, and analysts
Establish governance standards for platform changes, security compliance, and best practices in operational excellence
Performs other related duties as assigned
Comply with all company policies and procedures
Maintain regular and punctual attendance
Travel required

Qualification

Contact center technologiesOmnichannel platformsAPI integrationGenesys CloudTelephony systemsRegulatory complianceCI/CD practicesAgile methodologiesVendor managementBudgeting skillsKPI reportingOperational analyticsConversational AIWorkforce ManagementQuality Management SystemsLeadershipProject managementCommunication skills

Required

Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field
10+ years of experience in contact center technologies, with 5+ years in leadership or director-level roles
Expertise in omnichannel contact center platforms and telephony systems
Strong knowledge of API integration (SOAP, REST) and cloud-based telephony environments
Demonstrated experience implementing and supporting Genesys Cloud, Five9, NICE, RingCentral, or similar platforms
Experience with regulatory compliance frameworks impacting contact center operations
Proficient in CI/CD practices, Agile development methodologies, and ITSM tools (ServiceNow, Jira, Monday, Wrike)
Experience managing emergency service (E911) telephony requirements
Strong project management, vendor management, and budgeting skills
Excellent communication, leadership, and strategic planning abilities
Advanced proficiency in KPI reporting, dashboard creation, and operational analytics

Preferred

Master's degree preferred
Genesys Cloud, Five9, or NICE certifications
Experience with conversational AI platforms (Omilia, Google Dialogflow, etc.)
Familiarity with Workforce Management and Quality Management Systems

Company

Moder

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Moder offers consulting and digital services for mortgage, banking, and insurance businesses.
dateFounded in 2020
location
Fort Lauderdale, Florida, USA
people-size5001-10000 employees
web-link
https://www.gomoder.com

H1B Sponsorship

Moder has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)

Funding

Current Stage
Late Stage

Leadership Team

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Melanie Cornelius
VP - Sales & Partnerships
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Brittany B.
Executive Business Partner
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Company data provided by crunchbase