Director, Contact Center

Bachelor’s degree in business, operations, healthcare administration, or related field (or equivalent experience). 10+ years of experience in contact center operations, with deep ownership of routing design, queue logic, and workflows. Extensive hands-on experience architecting and optimizing routing in platforms like Salesforce Service Cloud, Amazon Connect, Genesys, Five9, RingCentral, Zendesk, or similar. Strong analytical and data fluency, including experience building or partnering on dashboards. Proven ability to diagnose and resolve operational routing issues. Experience writing or collaborating on technical requirements, user stories, and acceptance criteria. Demonstrated success in influencing cross-functional stakeholders. Experience developing and maintaining incident response playbooks. Deep familiarity with HIPAA/privacy expectations. Ability to coach and enable frontline leaders indirectly. Exceptional communication skills.

Own end-to-end design, validation, and continuous improvement of call and omnichannel routing and queue architecture. Diagnose and remediate agent availability and handoff problems. Design and implement skill-/language-based routing and load-balancing strategies. Simplify and standardize IVR/IVR-like flows, queue definitions, and business rules. Partner with Product/Engineering, IT, and platform owners to scope and roll out changes. Lead evaluation and implementation of AI-driven tools for agent efficiency and customer experience. Define, build, and own near-real-time and historical dashboards and reports. Create and maintain incident/runbook playbooks and lead incident coordination. Establish operational thresholds and escalation triggers. Provide staffing and forecasting inputs to Workforce Management. Coach and enable front-line managers. Ensure compliance with HIPAA and relevant security/privacy policies. Drive process improvement initiatives and lead cross-functional projects. Maintain thorough documentation. Act as the operational escalation point for complex issues.