Senior Director – Systems Operations
DSI
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
Tech Stack
About the role
- Define and execute a multi-year enterprise systems architecture and optimization roadmap
- Oversee administration, performance, and continuous improvement of contact center platforms, CRM, and support systems
- Ensure system reliability, uptime, data integrity, security, and compliance across all enterprise platforms
- Lead vendor strategy, negotiate service-level agreements, and manage critical incident resolution
- Evaluate, implement, and optimize AI-driven tools to enhance performance, coaching, and analytics capabilities
- Drive enterprise initiatives including Single Sign-On, integrations, and system interoperability
- Partner with Sales, Support, Field Operations, IT, and Training to align platforms with operational needs
- Lead, develop, and mentor a high-performing Systems Operations team
- Promote user adoption through communication, training alignment, and documentation standards
Requirements
- 10+ years of experience in enterprise systems, IT operations, or technology management
- 5+ years of leadership experience overseeing enterprise platforms and technical teams
- Strong expertise in contact center technologies and CRM or support systems
- Experience with system architecture, integration, and performance optimization
- Demonstrated ability to manage vendors and negotiate service agreements
- Strong communication skills with the ability to influence cross-functional stakeholders
- Bachelor’s degree in Information Systems, Business, or related field
- **Preferred Qualifications **
- Experience with AI-driven coaching or analytics platforms
- Background supporting Sales Operations, Customer Support, or Training functions
- Experience leading large-scale system implementations or enterprise integrations
- Advanced certifications such as ITIL, PMP, or relevant platform credentials
Benefits
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
enterprise systems architecturecontact center technologiesCRM systemssystem integrationperformance optimizationAI-driven toolsSingle Sign-Ondata integritysecurity compliancevendor management
Soft Skills
leadershipcommunicationinfluencing stakeholdersmentoringcollaborationtraining alignmentuser adoption promotioncritical incident resolutionnegotiationcontinuous improvement
Certifications
ITILPMPrelevant platform credentials