Director of Engineering - Call Center

Director of Engineering – Call Center
Boston, MA - Hybrid

Overview

We are excited to be expanding our Traveler Relations Center digital teams to support our growing call center. We are looking for a Director of Engineering who wants to play an integral role in driving technical change for our most important customer touch point, our call center. This role will be key in ensuring we maintain the high level of excellence for which we’re known in the travel space.

The Director of Engineering will be responsible for the strategy and execution of the research, creation, purchasing, and adoption of technologies to support our Call Center. A key piece of this will be exploring how we can leverage AI to help our call-center agents and provide the correct information to our passengers at the right moment. The ideal candidate will have experience leading multiple digital initiatives in a dynamic and fast-paced environment, a proven track record of delivering exceptional results through best practices in a high-performing team, and experience introducing new technologies, such as AI, into a call center’s workflow.

We offer a unique opportunity to be part of an already strong global brand and a chance to make your mark on it, leading the development of systems for both our internal and external customers.

With trips in nearly 100 countries, you’ll never run out of new places, people, and cultures to feed your wanderlust. From the Maasai warriors of Kenya to the tranquil temples of Japan, your work will consist of a staggeringly broad range of content, so it’s fair to say “bored” is not in our lexicon.

Grand Circle Corporation is the leader in international travel, adventure and discovery for Americans aged 50+. Headquartered in Boston, MA, we’re a $600M global enterprise with 30 regional offices and over 2,000 associates. Since our founding, over two million Americans have traveled with our award-winning travel brands: Grand Circle Travel, Overseas Adventure Travel and Grand Circle Cruise Lines. Want to go places? Grand Circle Corporation is the place for you.

What you’ll do:

As a Director of Engineering, you will:

• Grow your organization from inception to multiple delivery teams.
• Directly manage and grow the leaders of multiple teams, and coach them to manage and develop their own direct reports.
• Demonstrate technical leadership for the end-to-end delivery of Call Center solutions from technical design through development, vendor/partner analysis, automated testing, deployment, and ongoing maintenance/operations.
• Create, review, and suggest improvements to requirements, solution designs and code reviews.
• Oversee system uptime, performance, and compliance with industry standards (PCI, GDPR, etc)
• Establish and drive a roadmap to increase the adoption of AI into the call-center workflow process through AI-driven search, chatbots, summarization, workflow automation, categorization, and others.
• Help mentor, coach, and develop your team leaders responsible for implementing our Call Center components and their supporting services using technologies such as telephony, VoIP, CTI, IVR, and CRM integrations, C#, Docker, and others.
• Demonstrated ability to align technology strategy with measurable busines