Senior Director, Service Center Technology (AI)

TL;DR

Senior Director, Service Center Technology (AI): Leading the strategy, development, and optimization of contact center platforms and intelligent virtual agent (IVA) capabilities with an accent on platform ownership and solution architecture. Focus on driving automation performance, managing complex technical integrations, and leading high-performing technical teams to deliver superior service center experiences.

Location: Remote (US). Standard working hours are 8am-5pm Central Time.

Salary: $160,000–$180,000

Company

hirify.global is a leading benefits administration company providing cloud-based technology and services to simplify employee benefits management.

What you will do

• Lead the strategy, growth, and continuous optimization of the Cognigy IVA program.
• Own hands-on development, configuration, and administration of NICE inContact (CXone).
• Provide oversight across the portfolio of Service Center technologies, including agent enablement and analytics tools.
• Translate business requirements into scalable technical solutions and architect for unique client needs.
• Lead, coach, and develop the team supporting contact center and AI platforms.
• Serve as a technical consultant across sales, implementation, and operations.

Requirements

• Must be based in the US.
• Bachelor's degree or equivalent experience.
• 5+ years supporting or managing contact center technology platforms.
• Hands-on experience with NICE inContact (CXone) development and administration.
• Hands-on experience with Cognigy or a comparable IVA/conversational AI platform.
• Proven people leadership of technical teams.

Nice to have

• Experience in benefits administration, HR technology, or healthcare.
• Salesforce experience.
• Experience with Twilio, Power BI, Cresta, or NICE Copilot.
• Experience managing vendor and managed services relationships.

Culture & Benefits

• Comprehensive health, dental, and vision benefits.
• Employer-sponsored retirement savings plans.
• Remote-first, office-friendly environment.
• Opportunities for professional development and career progression.
• Collaborative, inclusive, and creative work culture.