Senior Director - Contact Center Engineering

Who we Are 

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live.  We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. 

At Oncourse, our people are what makes that possible. We call ourselves SUPERs -  Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. 

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.  

Position Summary: The Senior Director of Contact Center Engineering will play a pivotal leadership role in transforming our enterprise contact center ecosystem. This leader will oversee engineering teams focused on contact center platforms, IVR, voice/data infrastructure, and AI-powered customer experience technologies. Reporting to VP Software Development and Digital Transformation the successful candidate will guide strategic investments, modernize legacy systems, and deliver robust, scalable, and customer-centric solutions across all contact center channels.   

This role will be based in our Naperville IL office. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required. 

 Responsibilities include but are not limited to:  

• Develop and execute the strategic roadmap for the enterprise contact center platform, ensuring alignment with business goals and customer experience strategy.
• Lead engineering and development teams across contact center technologies including ACD, IVR, CTI, workforce optimization (WFO), omnichannel routing, CRM integration, and conversational AI.  
• Partner closely with business units including Customer Experience, Sales, and Product Management to drive innovation in customer interactions and self-service capabilities.  
• Drive architectural modernization by optimizing Amazon Connect platform, Salesforce Service Cloud, and Experience Cloud, and implementing microservices, APIs, and real-time data flows.   
• Ensure operational excellence by maintaining high system availability, low latency, and strict adherence to SLAs for all contact center-related platforms.   
• Recruit, develop, and inspire a diverse and talented team of contact center engineers, architects, and operations leaders.   
• Collaborate with security and infrastructure teams to ensure platform compliance, data privacy, and regulatory readiness.   
• Champion agile practices, DevOps enablement, and iterative delivery to drive speed and quality.   
• Manage vendor relationships, evaluate partner technologies, and optimize total cost of ownership across contact center platforms.   
• Create and track KPIs that measure efficiency, service quality, agent enablement, and customer satisfaction.   
• Serve as a trusted advisor to senior leadership by translating complex technology concepts into impactful business strategies.