Jobs and Careers

Director of Contact Center Engineering

United States, United Statesfull_timeVerifiedPosted 19 Sept 2025

💰 $300,000/yr($150,000/yr – $300,000/yr)

About the role

AmeriSave is a technology-forward mortgage lender committed to delivering exceptional customer experiences through innovation, automation, and intelligent systems. As we expand our digital infrastructure, we are investing in next-generation contact center technologies to support scalable, personalized, and efficient customer engagement.Role Overview:We are seeking a Director of Contact Center Engineering to lead the design, development, and optimization of AmeriSave’s contact center platforms. This leader will be responsible for architecting a modern, cloud-native contact center built on CPaaS (Communications Platform as a Service) technologies, while continuously evaluating emerging platforms to ensure AmeriSave remains ahead of the curve.Responsibilities:

Architect & Build: Lead the engineering and deployment of a scalable, omnichannel contact center using CPaaS platforms.
Technology Evaluation: Continuously assess CPaaS vendors and emerging technologies to identify best-in-class solutions for voice, chat, SMS, video, and AI-powered interactions.
Performance Optimization: Define and monitor KPIs for agent performance, system uptime, call quality, and customer satisfaction.
Integration Leadership: Oversee integration of contact center systems with CRM, LOS (e.g., BytePro), telephony (e.g., Asterisk), and analytics platforms.
Compliance & Security: Ensure all systems meet regulatory and security standards, including mortgage compliance frameworks such as HMDA, TRID, RESPA, and ECOA.
Team Leadership: Build and mentor a high-performing engineering team focused on contact center innovation and operational excellence.
Stakeholder Collaboration: Partner with operations, product, and customer service teams to align technology with business goals.

Required Skills & Experience:

8+ years of experience in software engineering or contact center technology, with 3+ years in a leadership role.
Proven experience building or scaling contact centers using CPaaS platforms.
Strong understanding of telephony systems (e.g., SIP, Asterisk), CRM integrations, and customer engagement workflows.
Familiarity with cloud platforms (AWS, Azure, GCP) and microservices architecture.
Excellent communication, leadership, and cross-functional collaboration skills.

Bonus Points:

Experience with BytePro LOS and Asterisk telephony systems.
Familiarity with mortgage compliance frameworks: HMDA, TRID, RESPA, ECOA.
Experience with rules engines such as FICO Blaze Advisor, IBM Operational Decision Manager (ODM), or Red Hat Decision Manager.
Experience in fintech, lending, or customer service automation.
Contributions to open-source CPaaS or contact center technologies.
Hands-on experience with leading CPaaS platforms, including:

Twilio
Vonage
Microsoft Azure Communication Services
AWS Communication Developer Services
Infobip
MessageBird
IntelePeer
Bandwidth
Avaya CPaaS
Kandy (Skyvera)
LINK Mobility Group
Alibaba Cloud CPaaS
Sinch
Webex Connect
8x8 CPaaS

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform