Director of Contact Center Engineering

AmeriSave Mortgage Corporation

full-time

Posted on: 9/20/2025

Origin: • 🇺🇸 United States

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💰 $150,000 - $300,000 per year

Lead

AWSAzureCloudGoogle Cloud PlatformMicroservices

About the role

Lead the design, development, and optimization of AmeriSave’s contact center platforms
Architect a modern, cloud-native contact center built on CPaaS technologies
Lead engineering and deployment of a scalable, omnichannel contact center
Continuously evaluate CPaaS vendors and emerging technologies for voice, chat, SMS, video, and AI interactions
Define and monitor KPIs for agent performance, system uptime, call quality, and customer satisfaction
Oversee integration of contact center systems with CRM, LOS (e.g., BytePro), telephony (e.g., Asterisk), and analytics platforms
Ensure systems meet regulatory and security standards including HMDA, TRID, RESPA, and ECOA
Build and mentor a high-performing engineering team focused on contact center innovation
Partner with operations, product, and customer service teams to align technology with business goals

8+ years of experience in software engineering or contact center technology
3+ years in a leadership role
Proven experience building or scaling contact centers using CPaaS platforms
Strong understanding of telephony systems (e.g., SIP, Asterisk)
Experience with CRM integrations and customer engagement workflows
Familiarity with cloud platforms (AWS, Azure, GCP) and microservices architecture
Excellent communication, leadership, and cross-functional collaboration skills
Bonus: Experience with BytePro LOS
Bonus: Experience with Asterisk telephony systems
Bonus: Familiarity with mortgage compliance frameworks: HMDA, TRID, RESPA, ECOA
Bonus: Experience with rules engines (FICO Blaze Advisor, IBM Operational Decision Manager (ODM), Red Hat Decision Manager)
Bonus: Experience in fintech, lending, or customer service automation
Bonus: Contributions to open-source CPaaS or contact center technologies
Bonus: Hands-on experience with CPaaS platforms (Twilio, Vonage, Microsoft Azure Communication Services, AWS Communication Developer Services, Infobip, MessageBird, IntelePeer, Bandwidth, Avaya CPaaS, Kandy (Skyvera), LINK Mobility Group, Alibaba Cloud CPaaS, Sinch, Webex Connect, 8x8 CPaaS)