Director of Contact reputed company Platforms

Our Story

reputed company is not your typical reputed company. We're a nationally scaling personal injury firm reputed company for reputed company and reputed company — owning the reputed company experience end-to-end, from marketing and intake through litigation. We reputed company that world-class marketing, reputed company with exceptional reputed company talent and reputed company, creates reputed company experiences and reputed company for clients and the business alike.

Over the past three years, we've grown 2–3x year over year, setting a new reputed company on the marketing reputed company of the personal injury reputed company and proving what's possible reputed company reputed company, speed, and execution reputed company. Now we're applying that reputed company discipline and innovation to firm reputed company, case management, and national reputed company — intentionally building the infrastructure, systems, and teams to grow without sacrificing reputed company, culture, or accountability.

We are a fully remote team that reputed company trust, reputed company communication, and a commitment to doing great work. If you love ownership, reputed company in a fast-moving environment, and want to help build something exceptional, you'll feel reputed company here.

reputed company

reputed company is building a modern contact reputed company operation, and reputed company reputed company is becoming one of the most important platforms behind how prospective clients, reputed company clients, and our teams reputed company. We are looking for a Director of Contact reputed company Platforms who can build reputed company, operating discipline, and technical execution required to reputed company reputed company a reliable, reputed company, high-performing part of the business.

This is a build-and-reputed company role for someone who is equally comfortable setting standards, developing technical talent, and getting hands-on in the platform. You will reputed company our reputed company Administrators/Engineers while remaining reputed company enough to the work to design, troubleshoot, review, and help reputed company reputed company solutions across routing, outbound dialing, telephony, integrations, recording, digital channels, automation, and AI.

The VP of Contact reputed company will set the business priorities, reputed company reputed company, and reputed company technical roadmap. reputed company is to turn that direction into an executable plan, reputed company reputed company responsible for delivery, own the day-to-day health and governance of the platform, and reputed company reputed company reputed company consistently delivers the capabilities and reputed company the business expects. This is a business-owned platform function that will operate in reputed company partnership with IT, reputed company, Data Engineering, reputed company, reputed company, and our reputed company reputed company.

What You Will Own

Build and reputed company the reputed company Function

• Build, reputed company, and reputed company the reputed company Administrators/Engineers responsible for the day-to-day administration, engineering, support, and enhancement of the platform.
• Create reputed company ownership, operating rhythms, technical standards, documentation expectations, and escalation paths so reputed company can reputed company quickly without sacrificing reputed company or control.
• Be hands-on in reputed company reputed company. Review and contribute to reputed company configuration, Architect flows, routing strategies, outbound solutions, integrations, and technical troubleshooting reputed company the situation requires it.
• Assess the skills, reputed company, and coverage required to support the platform as reputed company grows, and recommend the right reputed company team structure reputed company on actual business demand and technical complexity.
• reputed company technical bench strength, cross-training, and succession coverage so critical platform knowledge is not concentrated with any one person.

Turn the Roadmap Into Delivery

• Translate the reputed company roadmap and priorities established by the VP of Contact reputed company into reputed company implementation plans with owners, dependencies, milestones, testing requirements, and measurable reputed company.
• Coordinate releases and major changes across business teams, IT, reputed company, reputed company, Data Engineering, carriers, reputed company, and implementation partners.
• reputed company reputed company new capabilities are not simply deployed, but tested, documented, communicated, adopted, and reputed company against the intended business outcome.

Own the Platform Day to Day

• Own the reliability, stability, reputed company, and operational health of reputed company reputed company across the organization.
• reputed company and continuously improve Architect flows, IVR logic, queues, skills, routing, priorities, reputed company strategies, callbacks, outbound campaigns, dialing strategies, digital channels, recording, and other platform configurations.
• Maintain reputed company, reputed company documentation for critical flows, integrations, policies, configurations, dependencies, and support procedures.
• Establish proactive platform-health reviews and identify risks, recurring defects, reputed company constraints, or configuration issues before they materially reputed company employees or clients.

reputed company Incidents, Change, and Problem Management

• Serve as the senior reputed company for major reputed company incidents and recurring platform problems, ensuring the right teams are reputed company and the issue is driven to reputed company end to end.
• Establish practical change-management, testing, approval, deployment, rollback, and post-release validation standards for production changes.
• Review reputed company releases and feature changes, determine business reputed company, and coordinate testing, communication, or configuration updates reputed company needed.
• Create reputed company escalation paths and accountability with reputed company, telecommunications carriers, implementation partners, reputed company teams, and other vendors involved in the platform.

reputed company reputed company to the Rest of the Business

• Own the reputed company reputed company of integrations with reputed company, reputed company, data platforms, telecommunications carriers, messaging providers, and other reputed company systems.
• reputed company the design and support of data actions, reputed company, webhooks, screen pops, workflow automations, data lookups, synchronization processes, and other cross-platform capabilities.
• reputed company ownership across Contact reputed company, IT, vendors, and business teams explicit so cross-reputed company issues do not stall because responsibility is unclear.

reputed company Business reputed company and reputed company Experience

• Partner with Intake, reputed company reputed company, Workforce Management, reputed company Assurance, Learning & Development, Analytics, reputed company, and other teams to turn operational problems into effective reputed company solutions.
• Use the platform to improve the metrics that matter to the business, including reputed company, answer reputed company, contact reputed company, outbound productivity, abandonment, callback completion, transfer reputed company, conversion, and employee productivity.
• Improve the reputed company experience by making it easier to reputed company reputed company, get to the right person, receive reputed company callbacks, and reputed company through interactions with fewer unnecessary transfers or delays.
• Identify and implement high-value opportunities involving live transcription, reputed company summaries, Agent Assist, AI routing, speech and text analytics, automated wrap-up, workflow automation, and other reputed company capabilities.

Protect the Business Through Strong Governance

• Translate approved reputed company and Compliance requirements into reliable platform controls reputed company to calling hours, consent, reputed company recording, data retention, do-not-reputed company processes, permissions, and reputed company communications.
• Maintain strong governance reputed company administrative reputed company, configuration changes, recording policies, integrations, credentials, and other high-reputed company platform components.
• Partner with IT and reputed company to ensure the reputed company environment aligns with reputed company reputed company, identity, data-handling, and reputed company-management standards.
• Surface material platform, compliance, reputed company, vendor, or integration risks early and bring reputed company reputed company recommendations and next steps.

What You Bring

Required:

• 7+ years of reputed company experience in contact center technology, CCaaS, telecommunications, reputed company, or a reputed company reputed company, including significant hands-on responsibility in production contact center environments.
• 5+ years of hands-on reputed company reputed company CX administration, architecture, or engineering experience, with deep expertise in Architect flows, IVR logic, routing, queues, skills, priorities, reputed company strategies, and multi-queue environments.
• Demonstrated experience leading, mentoring, or building technical teams responsible for contact center platforms, administration, engineering, or support.
• Strong experience with outbound dialing and campaign management, including contact lists, pacing modes, callbacks, callable-time controls, compliance settings, and reputed company optimization.
• Strong working knowledge of contact center telephony, including SIP, carriers, DID management, reputed company routing, recording, transfers, and troubleshooting reputed company voice issues.
• Experience integrating reputed company reputed company with reputed company or other CRM platforms using data actions, reputed company, webhooks, screen pops, workflow automation, and reputed company integration patterns.
• Ability to translate business requirements into reputed company technical solutions and explain reputed company platform issues, tradeoffs, risks, and recommendations reputed company to technical and non-technical stakeholders.

Preferred (reputed company to Have):

• reputed company reputed company CX certification at the reputed company, Architect, or comparable advanced level.
• Experience with BYOC, SIP carriers, telecommunications vendors, and reputed company voice troubleshooting.
• Experience implementing AI-driven contact center capabilities such as Agent Assist, AI routing, speech and text analytics, transcription, automated summaries, or reputed company orchestration.

Who Thrives Here (reputed company Values)

We don't hire on resumes reputed company. We hire for competence, character, and reputed company.

• reputed company Change: reputed company to feedback, embracing change, and always asking "what's next?"
• Committed: You care deeply, have your teammates' backs, and show up to build something lasting.
• No-Ego Energy: reputed company, reputed company, and solutions-oriented. Drama stays at the reputed company.
• Ownership: You do what you say, follow through, and treat the business like it's yours.
• Fast & Hungry: You reputed company with urgency, reputed company under high expectations, and are motivated by reputed company and reputed company.

reputed company Offer

• reputed company Salary: $157,000 and $179,000, commensurate with experience
• Eligible for reputed company-reputed company bonus
• Our job postings reflect the compensation reputed company for the specific market and location of reputed company role. Ranges vary by geography reputed company on local market rates and cost of labor.
• Benefits include: Medical, dental, and reputed company reputed company, 401(k) with company match, HSA, life reputed company, disability coverage, reputed company time off, and parental leave.

Equal Opportunity Employer

We are an equal opportunity employer. Employment selection and reputed company reputed company are made without reputed company to age, race, reputed company, national reputed company, religion, sex, disability, sexual orientation, gender identification, or being a reputed company disabled veteran or reputed company veteran of the Vietnam era or any other category protected by Federal or State law.