Moder

Director, Contact Center Technologies

Moder

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

Lead

Tech Stack

CloudITSMServiceNowSOAP

About the role

  • 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.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field (Master's degree preferred).
  • 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.
  • Genesys Cloud, Five9, or NICE certifications.
  • Experience with conversational AI platforms (Omilia, Google Dialogflow, etc.).
  • Familiarity with Workforce Management and Quality Management Systems.
  • Advanced proficiency in KPI reporting, dashboard creation, and operational analytics.
Benefits
  • Travel required 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
API integrationcloud-based telephonyGenesys CloudFive9NICE InContactRingCentralAgile methodologiesCI/CD practicesKPI reportingoperational analytics
Soft skills
leadershipstrategic planningcommunicationproject managementvendor managementbudgetingcollaborationteam developmentperformance managementservice excellence
Certifications
Genesys Cloud certificationFive9 certificationNICE certification