Director, Contact Center Technology

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PPLSI

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

We create services that protect and empower people. Our vision is to build a better world where access to justice and security is equal for every human — regardless of gender, race, orientation, education, social status, or personal wealth. PPLSI enables everyone to pursue their life – to worry less and live more – without the fear that a legal or privacy issue might bring it all crashing down.

📋 Description

• The Director, Contact Center Technology provides strategic leadership for the organization's enterprise contact center technology ecosystem, driving the vision, roadmap, governance, and execution of technology initiatives that enhance customer experience, operational efficiency, scalability, and business performance. • This role oversees enterprise platforms, leads digital transformation efforts, manages technology investments and vendor partnerships, and ensures secure, reliable, and integrated solutions that align with organizational objectives. • Develop high-performing teams, leverage data-driven decision-making, and partner with executive leadership to deliver innovative technology solutions that support long-term growth and operational excellence. • Establish the long-term vision, strategy, governance, and execution of the organization's enterprise contact center technology ecosystem. • Provides strategic leadership over the platforms, systems, and digital capabilities that enable seamless customer and member interactions across voice and digital engagement channels. • Ensures technology investments support the organization's customer experience strategy while improving operational efficiency, scalability, security, and overall business performance. • Accountable for developing and executing a comprehensive technology roadmap that aligns with corporate objectives and evolving business needs. • Evaluates emerging technologies, identifies opportunities for innovation, and leads digital transformation initiatives that leverage artificial intelligence, automation, analytics, and self-service solutions to enhance both the customer and employee experience. • Provides executive oversight for the planning, implementation, optimization, and lifecycle management of enterprise contact center platforms, including cloud telephony, omnichannel engagement, workforce optimization, quality management, customer analytics, routing solutions, and system integrations. • Ensures technology platforms remain reliable, secure, scalable, and capable of supporting business growth while maintaining high levels of system performance and availability. • Ensures technology initiatives are aligned across the organization and integrated into broader enterprise strategies. • Drives consistency, compliance, and operational excellence while balancing business agility and innovation.

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, Engineering, or a related field, or an equivalent combination of education and relevant professional experience. • Ten or more years of progressive leadership experience in contact center technology, customer experience platforms, enterprise systems, or information technology. • Five or more years of experience leading managers, technical teams, or cross-functional technology organizations within a complex customer service or contact center environment. • Demonstrated success developing and executing enterprise technology strategies and multi-year technology roadmaps that align with business objectives. • Extensive experience leading enterprise technology implementations, platform migrations, system integrations, and digital transformation initiatives. • Proven experience managing cloud-based contact center platforms such as Zoom Contact Center, Genesys Cloud CX, NICE CXone, Five9, Amazon Connect, Cisco Webex Contact Center, or comparable enterprise solutions. • Experience managing technology budgets, vendor relationships, software licensing, contract negotiations, and capital investment planning. • Demonstrated success leading organizational change management initiatives and driving adoption of new technologies across multiple business functions. • Experience partnering with executive leadership to influence strategic technology decisions and organizational priorities. • Experience supporting multi-site, remote, or geographically dispersed contact center operations. • Advanced knowledge of cloud-based contact center architecture, telephony, and unified communications.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities