Director of Contact Center Technology

Overview
Compensation:
$108,000 - $145,000 based on experience and credentials

Location Type:
Hybrid,
a flexible work model blending in-office and remote working
Position Type:
Full Time

The Director of Contact Center Technology leads the strategy, implementation, and performance of all platforms that support member interactions. This includes Genesys Cloud, Pindrop authentication, Verint WFM, and Microsoft Teams telephony. The Director ensures systems are secure, integrated, and aligned with service goals, while driving innovation through automation, AI tools, and IVR modernization. This role owns vendor relationships, licensing, and platform budgets, and leads a lean, high-performing team focused on platform reliability and continuous improvement.

Responsibilities

• Develop and execute the contact center technology roadmap aligned with strategic priorities
• Administer and optimize Genesys Cloud, including IVR design, routing, digital channels, and agent desktop tools
• Oversee Pindrop voice authentication and fraud prevention performance
• Provide Verint WFM platform administration and integration oversight to ensure system health, accuracy, and connectivity
• Oversee enterprise telephony routing and user access across Genesys and Microsoft Teams, ensuring reliable communication for both contact center and non-contact center employees
• Scale AI capabilities, including agent assist, virtual agents, and predictive engagement, to improve both employee efficiency and member experience
• Troubleshoot and support escalated online banking issues, providing Level 2 diagnostics before promoting cases to application development
• Ensure system availability, uptime, and compliance with security and regulatory standards
• Ensure platform configurations, integrations, and data flows support cross-functional visibility—enabling the analytics team to extract insights and drive decision-making
• Manage vendor relationships, contracts, platform utilization, and license agreements, ensuring performance standards are met and issues are escalated or resolved effectively
• Own and track the contact center technology budget to ensure spend delivers measurable value
• Collaborate with Contact Center Operations, WFM, and IT teams to support seamless member and employee experiences
• Provide strategic leadership and hands-on support in a lean team structure
• Champion a culture of continuous improvement and innovation within the technology team
• Act as a key advisor to senior leadership on contact center technology trends and digital experience strategy
• Ensure contact center technologies contribute to a seamless, modern experience for members and a supportive, efficient environment for employees
• Review and recommend new methods or procedures to make daily operations more efficient
• Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
• Set goals for assigned teams to achieve operational and strategic results
• Provide guidance, mentoring, and development opportunities for directly reporting staff
• Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
• Assist with the development, monitoring, and maintenance of the annual budget
• Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations
• Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
• Attend educational events to increase professional knowledge
• Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs

Qualifications

• Bachelor's degree in IT, Computer Science, or related field
• 10+ years of experience in contact center technology, with 5+ in leadership
• Hands-on experience with Genesys Cloud, Pindrop, Verint WFM, and Microsoft Teams telephony preferred
• Expertise in IVR design, ACD/routing logic, AI-powered tools, and platform integrations preferred
• Proven track record modernizing tech stacks and leading digital transformation
• Strong financial and vendor management skills, including licensing and budget control
• Excellent organization, prioritization and analytical skills to effectively manage areas of responsibility and attain organizational goals
• Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
• Ability to analyze and resolve complex problems or situations
• Ability to positively influence others regarding policies, practices, and procedures
• Strong knowledge and understanding of credit union products, services, policies, and procedures
• Strong knowledge and understanding of regulatory compliance
• Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties

Benefits

• Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at

Company Overview
Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

For more information, please visit our careers site