Senior Director, Contact Center Technology - USRM Tech

Pay Philosophy

The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

Description

US Retail Markets (USRM) Technology is searching for a dynamic and experienced Senior Director of Contact Center and Interaction Management Technology to join our team. This leadership role will oversee the strategic development, implementation, and management of cutting-edge contact center technologies that enhance customer experiences and optimize operations. If you are passionate about technology, innovation, and improving customer interactions, this is the perfect opportunity for you.

 

Key Responsibilities:

 

• Contact Center Oversight: Lead the design and execution of core telephony services, including call delivery, call routing, IVR systems, caller context and intent, agent softphone solutions, voice and data networking, and comprehensive inbound & outbound contact management.
• Telephony Data Integration: Oversee the integration of real-time and historical call detail data to enhance decision-making and customer service quality.
• Quality Monitoring: Manage the quality assurance processes including call recording, screen capture, and ensure effective collection, storage, access, and retrieval of monitoring data.
• Workforce Management & Optimization: Drive the integration of contact center systems with HR, scheduling, and payroll for effective forecasting and adherence strategies.
• Process Automation: Implement and oversee process automation solutions related to employee onboarding, offboarding, and role changes while also driving operational efficiency through the use of Robotic Process Automation (RPA).
• Speech-to-Text Capabilities: Lead initiatives for transcription, summarization, and advanced analytics using speech-to-text technology.
• Communication Technologies: Manage SMS and Email communication technologies to ensure seamless customer engagement and operational efficiency.
• Knowledge Management: Oversee the implementation and maintenance of knowledge management systems to empower agents and improve customer interactions.
• Stakeholder Management: Foster strong relationships with our executive business operations team, acting as a key connector between technology and business operations to ensure strategic alignment to deliver innovative initiatives.
• Platform Management: Direct the utilization and optimization of platforms including but not limited to Twilio, Calabrio, Cyara, AWS, and Acqueon (dialer) while staying abreast of upcoming developments and offerings in the CCaS space.
• Team Leadership: Build, mentor, and lead a high-performing team focused on continuous improvement and driving customer satisfaction.

Qualifications

• Bachelor's or Master's Degree in technical or business discipline or related experience; Master's Degree preferred.
• Generally a minimum of 15 years of experience (10+ years of experience in contact center technology management, with a strong focus on telephony systems and customer interaction management) with 5 years in leadership role desirable.
• Proven experience managing large-scale contact center operations and technology transformations.
• Expertise in telephony data integration, quality monitoring, workforce management, robotic process automation (RPA), SMS/Email communications, and knowledge management.
• Familiarity with leading platforms including, but not limited to, Twilio, Calabrio, Cyara, AWS, and Acqueon.
• Strong leadership and team management skills with a demonstrated ability to drive change and foster a culture of delivery, creativity and results.
• Exceptional analytical and problem-solving skills with the ability to communicate complex ideas clearly to stakeholders at all levels.

About Us

As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succe