Director of Contact Center Engineering

September 20

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AmeriSave Mortgage Corporation

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Finance • Real Estate

AmeriSave Mortgage Corporation is a leading online mortgage lender offering a variety of home financing solutions, including first and second mortgages, home equity loans, and refinancing options. With 20 years of mortgage experience, AmeriSave has served over 733,603 borrowers across 49 states in the U. S. The company prides itself on providing easy and fast mortgage processes with access to quick quotes and approvals, low rates, and secure rate locks. AmeriSave is committed to helping its clients achieve financial freedom and better financial positions through responsible home equity usage and effective mortgage solutions. The company is well-regarded for its excellent customer service and accessibility, offering support in multiple languages and emphasizing easy online interactions for customer convenience.

5001 - 10000 employees

Founded 2002

💸 Finance

🏠 Real Estate

📋 Description

• Lead the design, development, and optimization of AmeriSave’s contact center platforms • Architect a modern, cloud-native contact center built on CPaaS technologies • Lead engineering and deployment of a scalable, omnichannel contact center • Continuously evaluate CPaaS vendors and emerging technologies for voice, chat, SMS, video, and AI interactions • Define and monitor KPIs for agent performance, system uptime, call quality, and customer satisfaction • Oversee integration of contact center systems with CRM, LOS (e.g., BytePro), telephony (e.g., Asterisk), and analytics platforms • Ensure systems meet regulatory and security standards including HMDA, TRID, RESPA, and ECOA • Build and mentor a high-performing engineering team focused on contact center innovation • Partner with operations, product, and customer service teams to align technology with business goals

🎯 Requirements

• 8+ years of experience in software engineering or contact center technology • 3+ years in a leadership role • Proven experience building or scaling contact centers using CPaaS platforms • Strong understanding of telephony systems (e.g., SIP, Asterisk) • Experience with CRM integrations and customer engagement workflows • Familiarity with cloud platforms (AWS, Azure, GCP) and microservices architecture • Excellent communication, leadership, and cross-functional collaboration skills • Bonus: Experience with BytePro LOS • Bonus: Experience with Asterisk telephony systems • Bonus: Familiarity with mortgage compliance frameworks: HMDA, TRID, RESPA, ECOA • Bonus: Experience with rules engines (FICO Blaze Advisor, IBM Operational Decision Manager (ODM), Red Hat Decision Manager) • Bonus: Experience in fintech, lending, or customer service automation • Bonus: Contributions to open-source CPaaS or contact center technologies • Bonus: Hands-on experience with CPaaS platforms (Twilio, Vonage, Microsoft Azure Communication Services, AWS Communication Developer Services, Infobip, MessageBird, IntelePeer, Bandwidth, Avaya CPaaS, Kandy (Skyvera), LINK Mobility Group, Alibaba Cloud CPaaS, Sinch, Webex Connect, 8x8 CPaaS)

🏖️ Benefits

• 401(k) • Dental insurance • Disability insurance • Employee discounts • Health insurance • Life insurance • Paid time off • 12 paid holidays per year • Paid training • Referral program • Vision insurance • Referral bonuses