Home Smart Industries

Director of Technology – Call Center Transformation and AI Automation

Home Smart Industries

full-time

Posted on:

Origin:  • 🇺🇸 United States • North Carolina

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Job Level

Lead

Tech Stack

AWSAzureCloudGoogle Cloud PlatformGraphQLKafkaSDLCTerraform

About the role

  • Define a 2–3‑year modernization plan aligning AI innovation with business KPIs (contact rate, AHT, conversion, NPS).
  • Evaluate build‑vs‑buy and select best‑fit CCaaS, CPaaS, and AI platforms.
  • Lead design and rollout of GenAI/Agentic AI solutions—conversational IVR, real‑time agent assist, predictive routing, auto‑QA, and workflow bots.
  • Establish reusable micro‑services, event streaming, and API gateways to integrate SaaS and in‑house systems.
  • Own scalable integration patterns (pub/sub, REST, GraphQL, webhooks, iPaaS) connecting dialers, CRMs, marketing automation, and data lakes.
  • Ensure high availability, observability, and secure data flow across the stack.
  • Guide staff engineers on architecture, code reviews, IaC, CI/CD, and SRE best practices; prototype complex AI workflows or debug production incidents as needed.
  • Negotiate contracts, SLAs, and joint roadmaps with CCaaS, LLM, and analytics vendors; manage annual tech budget and balance cost with innovation.
  • Translate business objectives into epics, stories, and technical designs with Product Owners; run quarterly planning with Call‑Center Ops and Marketing.
  • Define telemetry, dashboards, and A/B experimentation frameworks to validate AI features and automate continuous improvement.
  • Embed security, privacy, and TCPA/FCC compliance into architecture and SDLC.

Requirements

  • 12+ years progressive software engineering & architecture experience, including 5+ years leading call‑center or customer‑engagement technology programs.
  • Proven success delivering GenAI / Agentic AI capabilities (LLM‑based chat, voice bots, summarization, agent copilots) at scale.
  • Deep knowledge of CCaaS ecosystems (Amazon Connect, Twilio Flex, Genesys, Five9), dialer logic, and omni‑channel routing.
  • Mastery of modern integration architectures—micro‑services, event buses (Kafka/Kinesis), API gateways, webhooks, and iPaaS.
  • Hands‑on expertise with at least one major cloud provider (AWS, Azure, or GCP) and IaC (Terraform/CDK).
  • Strong data‑analytics mindset—able to design KPIs, interpret telemetry, and guide experiments to boost business outcomes.
  • Demonstrated vendor‑management, budgeting, and contract‑negotiation skills.
  • Exceptional communication and stakeholder‑management abilities; comfortable translating tech strategy to executives and frontline agents alike.
  • Experience modernizing legacy dialers/workflows into cloud‑native, AI‑enabled platforms (preferred).
  • Familiarity with marketing automation and lead‑management systems (Salesforce Marketing Cloud, Marketo, HubSpot) (preferred).
  • Certifications preferred: AWS Solutions Architect, TOGAF, SAFe Agile, or AI/ML Specialty.
  • Bachelor’s or Master’s in Computer Science, Engineering, or related field (preferred).
  • Must be legally authorized to work in the United States; willingness to submit to post‑offer, pre‑employment background check; applicants must indicate visa sponsorship needs in application.