{"id":2052397,"url":"https://alion.io/job/brown-brown-associate-director-voice-services","title":"Associate Director, Voice Services","company":{"id":1779108,"name":"Brown & Brown","domain":"bbrown.com","url":"https://alion.io/company/brown-and-brown","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":18,"ghost_share":0,"stale_share":0.778,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":121000,"max_usd":227000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2192},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"PCI DSS","optional":false},{"name":"SOC 2","optional":false}],"status":"live","first_seen_at":"2026-10-07T22:18:40Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-14T12:45:24Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.\nBrown & Brown is seeing an Associate Director of Voice Services to join our growing team in Plano, TX!\nThe Associate Director of Voice Services will be responsible for leading the vision, design, and operation of our voice and Contact Center technologies. This role will play a critical part in modernizing customer engagement through the adoption of agentic AI and intelligent automation, driving both operational efficiency and enhanced customer experience.\nHow You Will Contribute:\nStrategic Leadership\nDefine and execute the roadmap for voice and Contact Center technologies aligned with business objectives.\nPartner with all business units to maximize voice and Contact Center investments, while simplifying technology sprawl\nEvangelize capabilities and features that can be leveraged across business units\nManage vendor relationships, to include strategic roadmaps and key performance objectives\nChampion the adoption of agentic AI solutions (e.g., AI agents, automation workflows, intelligent routing) to improve customer and agent experiences.\nEvaluate emerging technologies and vendors to continuously evolve the voice ecosystem.\nPlatform Management & Operations\nOversee the design, implementation, and ongoing management of cloud-based voice and Contact Center platforms, including:Five9\nGenesys (Cloud or Engage)\nRingCentral\nMicrosoft Teams Voice \n\nEnsure high availability, performance, and scalability of all voice systems.\nManage vendor relationships, contracts, and service-level agreements (SLAs).\nAI & Automation Enablement\nLead initiatives to integrate AI capabilities such as conversational AI, virtual agents, sentiment analysis, and real-time agent assist.\nPartner with data and product teams to identify opportunities for AI-driven optimization.\nMeasure and report on business impact (e.g., cost reduction, CSAT improvements, containment rates). \nCompliance & Risk Management\nEnsure voice and Contact Center environments meet regulatory and security requirements, including: PCI-DSS compliance for payment processing\nSOC 2 controls and audit readiness \n\nCollaborate with security and compliance teams to implement policies, controls, and monitoring.\nTeam Leadership\nLead and develop a team of voice engineers and analysts.\nFoster a culture of innovation, accountability, and continuous improvement.\nProvide technical guidance and mentorship across the organization.\nCross-Functional Collaboration\nWork closely with Customer Experience, Operations, Security, and IT teams to align technology with business needs.\nServe as a key stakeholder in digital transformation initiatives involving customer engagement.\nSkills & Experience to be Successful:\n7+ years of experience in voice services, Contact Center technologies, or unified communications.\n3+ years in a leadership or management role.\nHands-on experience with one or more major platforms: Five9, Genesys, RingCentral, and/or Microsoft Teams Voice.\nProven experience implementing or managing AI-driven Contact Center solutions.\nStrong understanding of PCI-DSS and SOC 2 compliance requirements in a Contact Center environment.\nExperience managing vendors and enterprise-scale deployments. \nExperience with CCaaS and UCaaS architectures. (preferred)\nFamiliarity with APIs, integrations, and workflow automation tools. (preferred)\nKnowledge of workforce engagement management (WEM) and analytics platforms. (preferred)\nTeammate Benefits & Total Well-Being\nWe go beyond standard benefits, focusing on the total well-being of our teammates, including:\nHealth Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance \nFinancial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement \nMental Health & Wellness: Free Mental Health & Enhanced Advocacy Services\nBeyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. \nNot reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.\nRecruiting Vendor Disclosure Statement\nBrown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies (\"Recruiting Vendors\"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.\nThe Power To Be Yourself\nAs an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.","description_format":"text","description_chars":5103,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Property & Casualty Insurance","Insurance Brokers & Agencies"],"lifecycle":[{"event":"open","at":"2026-10-07T22:18:40Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":132500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.613,"p_room":0.9,"age_days":6,"expected_fill_days":16,"reasons":["conf:4","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/brown-brown-associate-director-voice-services","json_url":"https://alion.io/job/brown-brown-associate-director-voice-services.json","meta":{"generated_at":"2026-10-14T20:14:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26764,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1779108},"rest":"https://alion.io/mcp/rest/get_company?id=1779108"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbrown-brown-associate-director-voice-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbrown-brown-associate-director-voice-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbrown-brown-associate-director-voice-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/brown-brown-associate-director-voice-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbrown-brown-associate-director-voice-services"}]}