Director of Contact Strategy

Job Summary

To build a modern contact strategy operation, the full-time remote Director of Contact Strategy will manage the Genesys platform, lead a team of administrators and engineers, and ensure the platform delivers reliable, scalable, and high-performing solutions for client interactions.

Key responsibilities

• Build and lead the Genesys team, establishing operating standards and hands-on technical execution
• Translate the Genesys roadmap into actionable implementation plans, coordinating with various business teams for successful deployment
• Oversee the day-to-day health and governance of the Genesys platform, ensuring reliability and performance across the organization

Required qualifications

• 7+ years of experience in contact center technology or related fields with hands-on responsibility in production environments
• 5+ years of experience in Genesys Cloud CX administration, architecture, or engineering
• Demonstrated experience leading technical teams focused on contact center platforms
• Strong knowledge of outbound dialing and campaign management
• Experience integrating Genesys Cloud with CRM platforms using APIs and related integration patterns