Managing Director - Contact Center Technology

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

We are seeking an exceptionally experienced and strategic Managing Director - Contact Center Technology. This leadership role requires 15 years of progressive experience in architecting, implementing, and managing complex contact center ecosystems, with a strong emphasis on Five9 (CCaaS), Verint (Workforce Optimization, Analytics), Salesforce (CRM), and Zebra technologies (as integrated into agent workflows and operational support). The ideal candidate will be a visionary leader responsible for the overall strategy, operational excellence, and continuous innovation of these core platforms and their interconnected applications. With a customer centricity mindset, partner with senior business leaders to jointly create a product and strategy roadmap that advances the business goals and creates highest value.  You will ensure our contact center technology stack is robust, scalable, and empowers us to deliver a superior customer and agent experience on a global scale.

Key Responsibilities:

Technology Strategy & Ecosystem Leadership (Five9, Verint, Salesforce, Zebra Focus):

• Develop, articulate, and execute the long-term strategic roadmap for our contact center technology, with a primary focus on maximizing the capabilities of Five9, Verint, Salesforce, and integrated Zebra solutions.
• Lead the evaluation and adoption of emerging technologies and features within these platforms (e.g., AI-driven capabilities in Five9 and Verint, advanced Salesforce integrations, innovative uses of Zebra devices in agent workflows) to drive business value.
• Architect and govern the enterprise contact center ecosystem, ensuring seamless integration, scalability, and optimal performance of these core technologies.

Platform Management & Operational Excellence: Provide executive oversight for the administration, configuration, and lifecycle management of:

• Five9: Knowledge of advanced IVR/IVA design, ACD routing strategies, outbound campaign management, digital channel integration, and API utilization.
• Verint: Encompassing Workforce Management (WFM), Quality Management (QM), Performance Management, Speech and Text Analytics, and Customer Feedback solutions.
• Salesforce: Deep integration with Five9 for CTI, screen-pop, data synchronization, case management, and reporting; ensuring Service Cloud and/or Sales Cloud optimally supports contact center operations.
• Zebra Technologies: Managing the integration and support of Zebra devices (e.g., scanners, mobile computers, printers, specialized agent hardware) within the contact center environment, ensuring they enhance agent efficiency and support specific business processes.
• Surrounding Applications: Including knowledge bases, payment gateways, communication platforms, and other tools integrated with the core stack.
• Establish and enforce governance, standards, and best practices for the operation and optimization of these platforms.
• Direct vendor strategy and manage key relationships with Five9, Verint, Salesforce, Zebra, and other critical technology partners.

Strategic Leadership & Team Empowerment:

• Lead, mentor, and develop a high-performing team of technologists specializing in Five9, Verint, and related contact center applications.
• Foster a culture of expertise, innovation, and continuous improvement focused on this specific technology stack.
• Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
• Make prioritization calls with a goal of ensuring the team remains focused on highest value add activities
• Review and approve design, technical, and/or operational specifications developed by teams.

Complex Integration & Solution Architecture:

• Architect and oversee robust integrations between Five9, Verint, Zebra applications, and other enterprise systems (e.g., ERP, data warehouses) using APIs, middleware, and other integration technologies.
• Serve as the highest point of escalation for complex technical challenges related to these platforms and their integrations.
• Performance Intelligence & Continuous Optimization:
  • Define and monitor strategic KPIs related to the performance, adoption, and business impact of Five9, Verint, Salesforce, and Zebra solutions.
  • Leverage analytics from Verint and Salesforce, combined with Five9 operational data, to identify opportunities for process improvement, cost optimization, and enhanced customer/agent experience.
• Enterprise Security, Risk & Compliance:
  • Ensure the entire contact center technology stack, particularly Five9, Verint, and Salesforce configurations and data handling, adheres to global security standards (e.g., PCI-DSS, HIPAA, GDPR, CCPA, SOC 2) and company policies.
  • Lead risk assessments specific to these platforms and their integrations.
• Executive Stakeholder Management & Influence:
  • Serve as the primary technology advisor to senior leadership on all matters related to Five9, Verint, Salesforce, and integrated Zebra solutions within the contact center.
  • Effectively communicate the value, performance, and strategic direction of these platforms to executive and business stakeholders.

Qualification & Experience:

Education:

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field. Master’s degree or MBA preferred.

Experience:

• Minimum of 15 years of progressive experience in contact center technology, with a significant portion dedicated to roles with increasing responsibility in managing and strategizing for complex, enterprise-scale environments.
• Minimum of 7-10 years in a significant leadership or management role overseeing technical teams and large-scale technology deployments.
• Expert-level, hands-on experience and deep architectural understanding of:
  • Five9: Including its various modules (Inbound, Outbound, Digital, WFO, IVR, Studio), API capabilities, and integration patterns.
  • Verint: Extensive experience with Verint's suite (WFM, QM, Analytics, DPA, Feedback) including configuration, administration, and leveraging its data for insights.
  • Zebra Technologies: Experience managing and integrating Zebra hardware (or similar operational devices) within a contact center or customer service operation, focusing on how these devices support agent tasks and business processes.
• Demonstrated success in leading multiple large-scale implementations, migrations, or transformations involving Five9, Verint, and Salesforce.

Skills:

• Exceptional strategic thinking and ability to translate complex business needs into robust technology solutions leveraging the specified tech stack.
• Superior leadership, mentoring, and team development skills.
• Excellent communication, presentation, and influencing skills, particularly when discussing the intricacies of Five9, Verint, and Salesforce with diverse audiences.
• Strong vendor management skills, with experience managing relationships with Five9, Verint, Salesforce, and Zebra.
• In-depth knowledge of cloud architecture, API integrations, data security, and compliance requirements as they pertain to these platforms.
• Exposure to Salesforce (Service Cloud/Sales Cloud) with CCaaS platforms (specifically Five9), including CTI, data management, workflow automation, and reporting.
• Prepare and manage annual department budget
• Excellent communication, leadership, management, and analytical skills.
• Able to build successful relationships with all levels of staff and management
• Strong business acumen with a clear understanding of how this technology stack drives operational efficiency and customer satisfaction.
• Certifications in Five9, Verint, and/or Salesforce are highly desirable.

The estimated salary range for this position is $170,000.00 to $195,000.00. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.