Director of Telephony Technology

Overview

We are seeking a highly skilled and visionary Director of Telephony and Technology to lead the strategic direction, management, and optimization of our telephony systems and call center technologies. This leadership role will be responsible for overseeing the design, implementation, and continuous improvement of telecommunication infrastructure, contact center solutions, and customer service technologies to enhance operational efficiency, drive customer satisfaction, and support business growth.The Director will work closely with cross-functional teams, including IT, customer service, operations, and vendors, to ensure that our telephony and call center systems are robust, scalable, and aligned with both business goals and industry best practices.

Responsibilities

Essential Duties/Responsibilities

• Leadership & Strategy
  • Lead the strategic planning, design, and execution of all telephony and call center technology initiatives, aligning them with the overall business and customer experience goals.
  • Build and manage a high-performing team responsible for telephony systems, call center infrastructure, and customer service technologies.
  • Collaborate with senior leadership to define and implement a technology roadmap that supports the company’s objectives and improves customer satisfaction.
  • Drive the vision for integrating telephony and call center systems with other enterprise technologies, including CRM systems, knowledge management tools, and AI-driven solutions.
• Telephony System Management
  • Oversee the design, implementation, and ongoing management of telephony systems across the organization.
  • Ensure the telephony infrastructure is reliable, scalable, and able to meet the growing demands of the business.
  • Collaborate with IT teams to ensure the seamless integration of telephony systems with other platforms, such as customer relationship management (CRM) and workforce management systems.
• Call Center Technology Optimization
  • Lead the adoption and optimization of call center technologies, including Interactive Voice Response (IVR), and omnichannel communication solutions (phone, email, chat, etc.).
  • Ensure the efficient and effective deployment of workforce management tools, call analytics, reporting, and performance monitoring systems to support data-driven decision-making.
  • Continuously evaluate new technologies (e.g., AI, automation, cloud solutions) to improve operational efficiency and enhance customer experience.
• Operational Excellence & Process Improvement
  • Develop and implement best practices for call center technology operations to drive performance improvements, such as reducing wait times, optimizing call routing, and improving first-call resolution rates.
  • Monitor, analyze, and report on call center performance metrics, including call volume, service level agreements (SLAs), and customer satisfaction scores.
  • Collaborate with operations teams to identify and resolve any bottlenecks or inefficiencies within the call center technology environment.
• Vendor & Partner Management
  • Manage relationships with telephony, call center software, and service providers to ensure that service level agreements (SLAs) are met, contracts are optimized, and costs are controlled.
  • Lead the selection, negotiation, and management of third-party vendors, ensuring the appropriate technology stack is in place to support business and customer needs.
  • Stay informed about the latest trends, innovations, and regulatory changes in telephony and contact center technologies, and leverage this knowledge to recommend improvements or upgrades.
• Innovation & Future Technologies
  • Stay ahead of emerging trends in telephony and call center technology, including AI-driven customer service tools, cloud-based solutions, and omnichannel strategies.
  • Evaluate and implement innovative technologies that enhance customer interactions, such as speech analytics, chatbots, predictive dialing, and voice biometrics.
• Collaboration & Communication
  • Work closely with business stakeholders, including customer service, marketing, sales, and IT teams, to ensure alignment between telephony/call center technology and business needs.
  • Provide regular updates and presentations to executive leadership on the status of technology initiatives, performance metrics, and strategic plans.
• Budgeting & Resource Management
  • Develop and manage the budget for all telephony and call center technology projects, ensuring that resources are allocated efficiently and cost-effectively.
  • Monitor project timelines, deliverables, and resource requirements to ensure successful