Director of Contact Strategy Platforms

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Contact Strategy Platforms based in the United States.

This is a senior technology leadership role responsible for building and scaling a modern contact strategy platform function centered on Genesys Cloud.

You will lead a team of administrators and engineers while remaining hands-on with architecture, configuration, integrations, troubleshooting, and platform optimization.

The role combines people leadership, technical ownership, operational governance, and business partnership in a fast-growing environment.

You will translate strategic priorities into executable roadmaps and ensure new capabilities are properly tested, deployed, adopted, and measured.

Your work will directly influence client experience, contact center performance, employee productivity, and operational scalability.

You will partner closely with IT, CRM, data, legal, operations, security, and external technology providers to deliver reliable enterprise solutions.

This opportunity is ideal for a technically strong contact center leader who thrives on ownership, urgency, continuous improvement, and building high-performing teams.

Accountabilities

• Build, lead, mentor, and develop a team of Genesys administrators and engineers, establishing clear ownership, operating rhythms, technical standards, documentation practices, escalation paths, and succession coverage.
• Remain hands-on with Genesys Cloud by contributing to complex configuration, Architect flows, routing strategies, outbound solutions, integrations, troubleshooting, and technical reviews when required.
• Translate strategic Genesys priorities into detailed implementation plans covering ownership, dependencies, milestones, testing, deployment, and measurable business outcomes.
• Coordinate major releases and platform changes across business teams, IT, Salesforce, Filevine, Data Engineering, telecommunications carriers, Genesys, and implementation partners.
• Own the reliability, stability, performance, and operational health of the Genesys Cloud environment, continuously improving IVR logic, queues, skills, routing, priorities, overflow strategies, callbacks, outbound campaigns, digital channels, and recording.
• Establish proactive platform-health reviews, identify recurring defects, capacity constraints, configuration issues, and other risks, and address them before they materially affect employees or clients.
• Serve as the senior owner for major incidents and recurring platform problems, coordinating stakeholders, driving issues through resolution, and implementing effective problem-management practices.
• Establish robust change-management, testing, approval, deployment, rollback, and post-release validation standards for production changes.
• Review Genesys product releases and feature changes, assess business impact, and coordinate required testing, communications, and configuration updates.
• Own the Genesys side of integrations with Salesforce, Filevine, data platforms, telecommunications carriers, messaging providers, and other enterprise systems, including APIs, webhooks, data actions, screen pops, workflow automation, and synchronization processes.
• Partner with Intake, Client Success, Workforce Management, Quality Assurance, Learning & Development, Analytics, Legal, and other teams to convert operational challenges into scalable platform solutions.
• Use contact center technology to improve speed to lead, answer rates, contact rates, outbound productivity, abandonment, callback completion, transfer success, conversion, and employee productivity.
• Identify opportunities to leverage AI-enabled capabilities such as Agent Assist, AI routing, transcription, speech and text analytics, automated summaries, workflow automation, and journey orchestration.
• Translate legal and compliance requirements into practical controls covering calling hours, consent, recording, data retention, do-not-call processes, permissions, and client communications.
• Maintain strong governance around administrative access, configuration changes, recording policies, integrations, credentials, and other high-risk platform components.
• Partner with IT and Security to align the Genesys environment with enterprise standards for security, identity, data handling, and access management.
• Surface platform, compliance, capacity, vendor, and integration risks early, providing leadership with clear recommendations, priorities, and next steps.

Requirements

• 7+ years of progressive experience in contact center technology, CCaaS, telecommunications, platform engineering, or a related discipline, including substantial hands-on experience in production contact center environments.
• 5+ years of hands-on Genesys Cloud CX administration, architecture, or engineering experience, with deep knowledge of Architect flows, IVR logic, routing, queues, skills, priorities, overflow strategies, and multi-queue environments.
• Demonstrated experience leading, mentoring, or building technical teams responsible for contact center platforms, engineering, administration, or support.
• Strong experience with outbound dialing and campaign management, including contact lists, pacing modes, callbacks, callable-time controls, compliance settings, and performance optimization.
• Strong understanding of contact center telephony, including SIP, telecommunications carriers, DID management, call routing, recording, transfers, and complex voice troubleshooting.
• Experience integrating Genesys Cloud with Salesforce or other CRM platforms through data actions, APIs, webhooks, screen pops, workflow automation, and related integration patterns.
• Ability to translate business requirements into scalable technical solutions and communicate complex platform issues, tradeoffs, risks, and recommendations effectively to both technical and non-technical stakeholders.
• Genesys Cloud CX certification at the Professional, Architect, or comparable advanced level is a plus.
• Experience with BYOC, SIP carriers, telecommunications vendors, and enterprise voice troubleshooting is preferred.
• Experience implementing AI-driven contact center capabilities such as Agent Assist, AI routing, speech and text analytics, transcription, automated summaries, or journey orchestration is a plus.
• Strong leadership qualities, including ownership, accountability, adaptability, resilience, collaboration, and a solutions-oriented mindset.
• Comfortable working in a fast-moving environment with high expectations, significant autonomy, and a strong focus on measurable business impact.

Benefits

• Base salary of $157,000-$179,000, commensurate with experience and applicable market considerations.
• Eligibility for a performance-based bonus.
• Compensation ranges may vary by geography based on local market rates and cost of labor.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Health Savings Account (HSA).
• Life insurance.
• Disability coverage.
• Paid time off.
• Parental leave.
• Fully remote work environment.
• Opportunity to lead and grow a technical team while owning a business-critical enterprise platform.
• Exposure to large-scale contact center technology, CRM integrations, automation, and emerging AI capabilities.