VP leading change management for Contact Center Modernization at Synchrony. Driving comprehensive strategies for successful technology adoption and user readiness across multiple functions.
SF
Hybrid Director, Software Engineering – Contact Center Platform
Posted yesterday
About the role
- Director of Engineering leading strategy and architecture for omni-channel contact center platform that serves millions of clients. Overseeing core capabilities and ensuring high standards.
Responsibilities
- Director of Engineering – Contact Center Platform
- The Enterprise Contact Center Technology team is seeking a Director of Engineering to lead the strategy, architecture, and delivery of our next-generation, omni-channel contact center platform. This role will provide technical and organizational leadership for teams responsible for core contact center capabilities, including call routing, queuing, reporting, workforce management, and advanced IVR across voice, chat, and digital channels.
- The Expertise and Skills You Bring
- 10+ years of IT experience, with significant leadership responsibility and deep domain expertise in contact center, telephony, or real-time communications platforms.
- Proven experience leading the design and delivery of enterprise-scale contact center solutions, including IVR, workforce management, and omni-channel platforms.
- Strong background in telephony engineering, with hands-on knowledge of SIP, RTP, PBX, VoIP, and open-source voice platforms.
- Demonstrated ability to define and govern cloud-native architectures, microservices ecosystems, and API strategies at scale.
- Experience leading teams that deliver real-time communications, speech recognition, and conversational AI capabilities.
- Strong understanding of DevOps, CI/CD, automated testing, and production operations in 24x7 environments.
- The Team
- Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Continuous improvement is central to our mission.
Requirements
- 10+ years of IT experience
- Significant leadership responsibility
- Proven experience in enterprise-scale solutions
- Strong telephony engineering background
- Ability to define cloud-native architectures
- Experience in DevOps and CI/CD
Benefits
- Health insurance
- Paid time off
- 401(k) matching
- Professional development
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
SF
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