Contact Center Technology Director-Hybrid

6 days ago

Phoenix, United States Irvine Technology Corporation (ITC) Full time

Director, Contact Center Technology

We have an immediate need for a Director, Contact Center Technology to join a financial services company for a direct hire position. This role will oversee a contact center technology ecosystem that includes Genesys Cloud CCaaS and Dynamics365 CRM.

Location: Hybrid, 4 days onsite in Phoenix, AZ

This job expects to pay about $200,000-240,000 plus benefits

What You Will Do:


  • Develop and implement a strategic vision for the Customer Contact and Call Center Technology organization.
  • Build and maintain a stable and scalable technology platform including voice, messaging, chat, SMS, and self-service/AI channels.
  • Own the relationships with our Contact Center technology vendors and partners.
  • Analyze metrics on platform/system performance as well as feedback from the business to ensure KPIs meet or exceed targets.
  • Own user management processes, including license requirements for contact center technologies.
  • Lead the evaluation and integration of vendor packages focused on enhancing customer experience by increasing agent engagement and empowerment.
  • Manage compliance with all IT governance standards through approved tools, templates, policies, procedures, and processes.
  • Have hands-on experience administering large-scale, high-availability systems and the tools to monitor performance and availability.
  • Collaborate with CRM teams and leverage CRM systems, with preferred experience in Dynamics 365, to integrate data and streamline customer contact strategies, optimizing CRM data integration patterns to enhance the customer experience.

What Gets You The Job:


  • Bachelor s degree strongly preferred.
  • Minimum 10 years of experience in a contact center technology role.
  • Demonstrable experience with Know Your Customer processes and fraud prevention strategies.
  • Experience with Genesys Cloud CCaaS.
  • Experience in CRM systems, especially Microsoft Dynamics 365, with knowledge of CRM data integration patterns.
  • Strong troubleshooting skills across multiple platforms.
  • Experience building, leading, and mentoring a team.

Please send your resume to Hannah Xu, Senior Technical Recruiter for immediate consideration

Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders bringing you opportunity coupled with personal growth, and professional development Join us. Let us catapult your career

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Contact Center Technology Director-Hybrid

  • Director of Contact Center Technology

    2 weeks ago

    Phoenix, Arizona, United States Irvine Technology Corporation Full time

    Director, Contact Center TechnologyWe are seeking a seasoned professional to lead our Contact Center Technology organization. This role will oversee the development and implementation of a strategic vision for customer contact and call center technology.Key Responsibilities:Develop and implement a technology roadmap for the Contact Center organization.Build...

  • Contact Center Technology Director

    2 weeks ago

    Phoenix, Arizona, United States Irvine Technology Corporation Full time

    Job OpportunityWe are seeking a highly skilled Director, Contact Center Technology to lead our customer contact and call center technology organization. This role will oversee a contact center technology ecosystem that includes Genesys Cloud CCaaS and Dynamics365 CRM.Key Responsibilities:Develop and implement a strategic vision for the Customer Contact and...

  • Contact Center Expert

    7 days ago

    Phoenix, United States Purple Drive Full time

    Contact Center Expert Phoenix AZ For one of our clients we are looking for a skilled Contact Center Expert with 15 years of experience in Cisco UCCE Nuance Speech Suite (IVR) and other contact center technologies. The ideal candidate will be able to integrate seamlessly into clients team with minimal transition time and require little oversight. This role...

  • Contact Center Team Lead

    2 weeks ago

    Phoenix, Arizona, United States Peckham Full time

    Contact Center Supervisor Job DescriptionAt Peckham, we are committed to providing exceptional customer service and support to our clients. We are seeking a highly skilled and experienced Contact Center Supervisor to lead our team of customer service representatives.Key Responsibilities:Lead a team of customer service representatives and provide guidance on...

  • Contact Center Representative

    1 week ago

    Phoenix, United States Medix Full time

    Medix Healthcare:Overview:Contact Center Representative (CSR)Schedule: M-F 8AM-5PM (Looking For Weekend Flexibility As Well)HIRING ASAP Pay: $20/HR Location: Phoenix, AZ (Potential For Hybrid After Training)MUST HAVE QUALIFICATIONS:High School Diploma Or GED Required 1 Year Of Call Center Typer Experience 6 Months In A Healthcare Background Detail...

  • Student Contact Center

    3 weeks ago

    Phoenix, United States Grand Canyon Education, Inc. Full time

    Grand Canyon Education (GCE) is seeking an Administrative Assistant to support the mission of Grand Canyon University through GCE's Student Contact Center. Purpose within the Organization: The purpose of this position is to assist the Student Contact Center department with administrative duties. Note: The purpose of this position is to transition student...

  • Contact Center Representative

    3 weeks ago

    Phoenix, United States CopperPoint Insurance Companies Full time

    CopperPoint has an exciting opportunity for a Contact Center Representative in the Phoenix, AZ area. The Contact Center Representative will deliver excellent customer service, in a fast-paced contact center environment, while investigating and responding to incoming telephone calls, e-mails, and portal inquiries. This includes inquiries from new/existing...

  • Contact Center Representative

    4 weeks ago

    Phoenix, United States CopperPoint Insurance Companies Full time

    CopperPoint has an exciting opportunity for a Contact Center Representative in the Phoenix, AZ area. The Contact Center Representative will deliver excellent customer service, in a fast-paced contact center environment, while investigating and responding to incoming telephone calls, e-mails, and portal inquiries. This includes inquiries from new/existing...

  • Contact Center Representative

    3 weeks ago

    Phoenix, United States CopperPoint Insurance Companies Full time

    CopperPoint has an exciting opportunity for a Contact Center Representative in the Phoenix, AZ area. The Contact Center Representative will deliver excellent customer service, in a fast-paced contact center environment, while investigating and responding to incoming telephone calls, e-mails, and portal inquiries. This includes inquiries from new/existing...

  • Chief Architect, Contact Center and Member Digital

    3 weeks ago

    Phoenix, Arizona, United States USAA Full time

    About the RoleUSAA is seeking a highly skilled Chief Architect to lead the development and implementation of technical strategies for our Contact Center and Member Digital teams. As a key member of our IT leadership team, you will be responsible for translating business needs into technical solutions and defining solutions to business problems through...

  • Bilingual Contact Center Supervisor

    2 weeks ago

    Phoenix, Arizona, United States Peckham Full time

    Job SummaryThe Bilingual Contact Center Supervisor is a leadership role that oversees a team of customer service representatives. The successful candidate will provide guidance, coaching, and training to ensure excellent customer service and meet quality standards.Main ResponsibilitiesLead a team of customer service representatives and provide guidance on...

  • Five9 Cloud Contact Center Architect

    1 week ago

    Phoenix, Arizona, United States JobRialto Full time

    Job Title: Five9 ArchitectJobRialto is seeking a highly skilled Five9 Architect to join our team. As a key member of our organization, you will be responsible for designing and implementing contact center solutions using the Five9 cloud contact center platform.About the Role:We are looking for a senior architect with deep insights into contact center...

  • Bilingual Contact Center Supervisor

    3 days ago

    Phoenix, Arizona, United States Peckham Full time

    Job SummaryThe Bilingual Contact Center Supervisor is a leadership role that oversees a team of customer service representatives. The successful candidate will provide guidance, coaching, and training to ensure excellent customer service and team performance.Main ResponsibilitiesLead a team of customer service representatives and provide guidance on Peckham...

  • Contact Center Team Lead

    4 weeks ago

    Phoenix, Arizona, United States Peckham Full time

    Job SummaryThe Contact Center Supervisor provides leadership and direction to a team of customer service representatives who handle inbound calls. The responsibilities include coaching, monitoring, training, record keeping, performance appraisals, and other supervisory duties.Main ResponsibilitiesLead a team of customer service representatives and provide...

  • Contact Center Team Lead

    1 month ago

    Phoenix, Arizona, United States Peckham Full time

    Job SummaryThe Contact Center Supervisor provides leadership and direction to a team of customer service representatives who handle inbound calls only. The responsibilities include coaching, monitoring, training, record keeping, performance appraisals, and other supervisory departmental duties.Main Duties and ResponsibilitiesLead a team of 10+ agents and...

  • Director of Information Technology

    1 week ago

    Phoenix, Arizona, United States Cartwright School District #83 Full time

    Job Title: Director of Information TechnologyCartwright School District #83 is seeking a highly skilled and experienced Director of Information Technology to lead our technology team. The successful candidate will be responsible for overseeing all technology aspects and resources of the district, establishing a technology vision, and leading the district's...

  • Director of Information Technology

    2 weeks ago

    Phoenix, United States Cartwright School District #83 Full time

    Position Type: Administration/Director Date Posted: 8/28/2024 Location: Cartwright School District Office Director of Information Technology Cartwright School District's motto is "One Team, Una Familia!" which reflects our dedication to treating each child as a cherished family member. We are looking for self-motivated and experienced workers with the same...

  • Lead Voice Engineer(Hybrid)

    6 days ago

    Phoenix, United States Yaggle IT Full time

    Lead Voice Engineer(Hybrid)Phoenix, AZ6+ Months Contract Job Description:The Lead Voice Engineer provides technical leadership to all staff augmentation team members and is the most senior engineering resource on the team. This resource s primary responsibilities are to ensure day to day operations of the phone system and contact center systems are being...

  • Admissions Call Center Specialist

    2 months ago

    Phoenix, United States Universal Technical Institute Full time

    Admissions Call Center Specialist (Hybrid) Job Locations US-AZ-Phoenix ID 2024-6339 Type Regular Employee Overview Elevate Your Career as a Call Center Specialist in the Greater Phoenix Area! We are always on the lookout for talented individuals to join the Call Center team at Universal Technical...

  • Assistant Center Director

    2 weeks ago

    Phoenix, Arizona, United States Choices Pregnancy Centers of Greater Phoenix Full time

    Job SummaryWe are seeking a highly skilled and dedicated Assistant Center Director to join our team at Choices Pregnancy Centers of Greater Phoenix. As a key member of our leadership team, you will play a vital role in overseeing the day-to-day operations of our center, ensuring that our clients, volunteers, and staff receive an exceptional experience.Key...