Job Summary:
We are seeking a visionary and strategic Sr. IT Director to lead the technological advancements for our client that’s in the customer contact center industry. The Sr. IT Director will be responsible for shaping the company’s technology strategy, overseeing the development and implementation of innovative solutions, and ensuring the reliability, security, and scalability of the call center infrastructure. The ideal candidate will have extensive experience in cloud-based contact center solutions, artificial intelligence (AI) in customer service, and omnichannel communication platforms.
This position will report to the company President.
Key Responsibilities:
Develop and execute the company’s technology roadmap to drive efficiency, customer satisfaction, and business growth.
Oversee the design, development, and implementation of IT systems, software, and infrastructure supporting contact center operations.
Ensure the reliability, security, and compliance of technology solutions with industry regulations (e.g., PCI-DSS, HIPAA).
Lead the adoption of AI, automation and off-shelf solutions for improved customer engagement and operational efficiency.
Evaluate and integrate omnichannel communication platforms, including voice, chat, email, SMS, and social media.
Manage relationships with technology vendors, partners, and third-party service providers
Spearhead the ongoing cloud migration initiatives to enhance scalability, resilience, and cost efficiency.
Collaborate with cross-functional teams, including operations, customer service, and sales, to align technology initiatives with business goals.
Lead a technology team, fostering innovation and continuous improvement.
Monitor emerging technology trends and recommend investments in tools and systems that enhance customer experience.
Ensure business continuity and disaster recovery plans are in place and regularly tested.
Qualifications & Experience:
Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
10+ years of experience in IT leadership roles, with a strong background in call center technology.
Expertise in cloud-based contact center solutions (e.g., Amazon Connect, Genesys, Five9, NICE inContact).
Strong understanding of AI, chatbot technologies, IVR systems, and predictive analytics.
Knowledge of cybersecurity best practices and data privacy regulations.
Experience in managing large-scale IT projects, budgets, and vendor negotiations.
Strong leadership, strategic thinking, and problem-solving abilities.
Excellent communication and stakeholder management skills.