Senior Director Contact Center Engineering (AI)

TL;DR

Senior Director Contact Center Engineering (Contact Center/AI): Leading the contact center technology function and platform strategy with an accent on Genesys Cloud, telecommunications engineering, and agentic AI integration. Focus on platform consolidation, modernization of the technology portfolio, and driving measurable operational outcomes through AI-enabled automation.

Location: Remote (Must be based in the United States)

Salary: $167,703 - $268,325

Company

hirify.global provides care coordination services for injured workers to ensure they receive necessary medical care.

What you will do

• Set the contact center technology strategy, including platform selection and agentic AI integration.
• Own the Genesys Cloud platform strategy, roadmap, and operational excellence.
• Lead the modernization of telephony and voice infrastructure, including SIP and carrier integration.
• Develop and lead a multi-disciplinary engineering team, focusing on talent strategy and bench strength.
• Manage vendor relationships and operating budgets for platforms and telecom carriers.
• Translate operational pain points into an AI-enabled technology roadmap with quantified business cases.

Requirements

• Bachelor's degree in Computer Science, Engineering, or equivalent professional experience.
• 12+ years of technology experience in contact center, unified communications, or CX platforms.
• 6+ years of experience leading multi-disciplinary engineering teams, including managers.
• Proven track record of leading contact center platform modernization or migration at scale.
• Hands-on experience with Genesys Cloud, NICE, Five9, or Amazon Connect.
• Must be based in the United States.

Nice to have

• Advanced degree.
• Spanish language proficiency.

Culture & Benefits

• Remote-first work environment with high flexibility.
• Comprehensive benefits package including medical, dental, vision, and pet insurance.
• 401(k) matching program and company-paid life insurance.
• Generous time off: minimum 18 days PTO, 8 company holidays, and 2 personal days.
• Supportive services via Colleague Assistance Program and the hirify.global Foundation.