Director, Customer Engagement & Agent Platforms
On-siteWilmington, Delaware, United States
Job Summary
Own the performance and effectiveness of customer engagement and agent platforms, including SMS, email, voice/IVR, CRM, and workflow systems. Establish structured intake, prioritization, and change management processes to ensure platform enhancements are executed in a controlled, scalable manner. Manage vendor relationships with partners like Zendesk and telephony providers, overseeing lifecycle management, contract renewals, and performance alignment. Identify opportunities to leverage AI and automation, such as chat automation and intelligent routing, to improve efficiency and customer experience. Partner with Operations Strategy, Analytics, and business leaders to align platform capabilities with strategic priorities, while coordinating with Product and Engineering teams for system integrations. Provide strategic oversight of workforce management and dialer operations to ensure alignment with business demand and platform strategy.
Required Qualifications
- 8–12+ years of experience in operations, platform management, or related roles
- Experience owning and managing engagement, CRM, or contact center platforms / vendors (e.g., Zendesk, messaging platforms, telephony/IVR systems)
- Demonstrated experience establishing structured processes (intake, prioritization, change management)
- Strong understanding of operational workflows and customer/agent experience
- Experience managing platform configuration and workflow optimization
- Demonstrated experience identifying and implementing AI capabilities and tools
- Experience driving cross-functional initiatives in complex environments
Desired Qualifications
- Experience in financial services, fintech, or contact center environments
- Experience partnering with Product, Engineering, or Technology teams
- Familiarity with AI-enabled customer engagement tools (e.g., chatbots, agent assist, intelligent routing)
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