Senior Director of Service Center Technology

Job Summary

Leading the growth of intelligent virtual agent capabilities, the full-time Senior Director of Service Center Technology will manage the development and administration of contact center platforms while overseeing the broader portfolio of Service Center technologies in a remote capacity.

Key responsibilities

• Lead the strategy and continuous optimization of the Cognigy intelligent virtual agent program
• Oversee hands-on development and administration of the NICE inContact (CXone) platform, including interaction routing and IVR workflows
• Provide leadership and coaching to the team supporting contact center and AI platforms, translating business requirements into scalable technical solutions

Required qualifications

• Bachelor's degree or equivalent experience
• 5+ years of experience supporting or managing contact center technology platforms
• Hands-on experience with NICE inContact (CXone) development and administration
• Experience with Cognigy or a comparable IVA/conversational AI platform
• Proven leadership experience managing technical teams