Senior Director, Contact Center

10+ years of experience in contact center operations, with at least 5 years in a senior leadership role.

Proven track record in implementing automation and AI technologies within customer service environments.

Extensive experience managing BPO vendors and global teams.

Experience with enterprise contact center platforms (e.g., Genesys, NICE, Five9, Salesforce Service Cloud).

Knowledge of RPA (Robotic Process Automation), machine learning, and conversational AI technologies.

For over 25 years, our focus has remained on building a culture of openness and ingenuity, where employees come together to innovate and build disbursement solutions that make the lives of our clients and their consumers and workforces easier and better.

Contact Center Strategy: Develop and execute a comprehensive contact center strategy with a focus on digital transformation, automation, and AI-driven solutions.

Automation & AI Implementation: Lead initiatives to identify, implement, and scale automation technologies and AI applications (chatbots, virtual agents, predictive analytics) that improve efficiency, reduce costs, and enhance customer satisfaction.

BPO Management: Oversee global BPO vendor relationships, including contract negotiations, performance management, and compliance.

Ensure partners meet SLAs and deliver superior customer experiences.

Team Leadership & Development: Build, mentor, and lead high-performing teams, fostering a culture of innovation, accountability, and customer-centricity.

Stakeholder Collaboration: Partner with IT, Customer Experience, Product, and other cross-functional teams to deliver integrated solutions and support strategic initiatives.