1 month ago
Base Salary
$110k - $209k/yr
Responsibilities
- Lead enterprise-scale contact center platform architecture, engineering design, implementation strategy, and technical governance.
- Design scalable contact center solutions across routing, telephony, digital channels, automation, CRM integration, workforce management, quality, and related subsystems.
- Establish engineering standards, reusable architecture patterns, testing and deployment-readiness practices, operational support models, and architecture guardrails.
- Lead contact center technology evaluation, vendor selection, proofs of concept, and platform recommendations.
- Define integration, resiliency, disaster recovery, business continuity, failover, monitoring, observability, incident response, and operational readiness patterns.
- Shape technology roadmaps and modernization investments with business and technology leadership.
- Provide senior technical consultation, design review, mentorship, and engineering guidance to engineers, vendors, operations partners, and leadership.
- Resolve complex tradeoffs involving scalability, cost, reliability, security, compliance, vendor fit, integration complexity, and maintainability.
Requirements
- Bachelor’s degree with 8 years of related experience, master’s degree with 6 years, or PhD with 2 years.
- Advanced experience with contact center systems including contact routing, CTI, ACD, IVR, call recording, workforce management, quality management, digital channels, IVA, CRM integration, and multichannel communications.
- Experience deploying and supporting contact center cloud applications with disaster recovery, business continuity, failover, operational readiness, and resiliency patterns.
- Experience with product selection, vendor evaluation, technology assessments, proofs of concept, and technology recommendations.
- In-depth knowledge of contact center platform architecture, systems development lifecycle practices, integration patterns, and application and platform development alternatives.
- Experience integrating contact center solutions with CRM, Salesforce, pharmacy fulfillment, authentication, knowledge, analytics, telephony, and enterprise API systems.
- Demonstrated delivery of scalable, reliable technology solutions that improve business or operational outcomes.
- Ability to make sound technical decisions, resolve project hurdles, and communicate complex recommendations to executive, business, operations, vendor, and engineering audiences.
- Experience leading or mentoring technical teams, reviewing solution designs, and improving engineering quality.
- Preferred experience includes pharmaceutical or regulated-industry environments, Five9 or similar platforms, IVA and conversational automation, reliability practices, vendor management, and reusable architecture and documentation frameworks.
- Excellent written and oral English communication skills.
Benefits
- Comprehensive benefits package including paid time off, vacation and holidays, sick leave, medical, dental, vision insurance, and 401(k) for eligible employees.
- Eligible to participate in long-term incentive programs.
- Travel is required approximately 5% of the time.