Contact Center Engineering Director

Job Summary

A company is looking for a Director of Contact Center Engineering.

Key Responsibilities

• Lead the engineering and deployment of a scalable, omnichannel contact center using CPaaS platforms
• Continuously assess CPaaS vendors and emerging technologies for optimal customer interaction solutions
• Define and monitor KPIs for agent performance, system uptime, call quality, and customer satisfaction

Required Qualifications

• 8+ years of experience in software engineering or contact center technology, with 3+ years in a leadership role
• Proven experience building or scaling contact centers using CPaaS platforms
• Strong understanding of telephony systems, CRM integrations, and customer engagement workflows
• Familiarity with cloud platforms and microservices architecture
• Experience with mortgage compliance frameworks is a plus