Director of Contact Center Engineering

Information TechnologyRemote, United States, United States

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Description

AmeriSave is a technology-forward mortgage lender committed to delivering exceptional customer experiences through innovation, automation, and intelligent systems. As we expand our digital infrastructure, we are investing in next-generation contact center technologies to support scalable, personalized, and efficient customer engagement.
Role Overview:
We are seeking a Director of Contact Center Engineering to lead the design, development, and optimization of AmeriSave’s contact center platforms. This leader will be responsible for architecting a modern, cloud-native contact center built on CPaaS (Communications Platform as a Service) technologies, while continuously evaluating emerging platforms to ensure AmeriSave remains ahead of the curve.
Responsibilities:
  • Architect & Build: Lead the engineering and deployment of a scalable, omnichannel contact center using CPaaS platforms.  
  • Technology Evaluation: Continuously assess CPaaS vendors and emerging technologies to identify best-in-class solutions for voice, chat, SMS, video, and AI-powered interactions.  
  • Performance Optimization: Define and monitor KPIs for agent performance, system uptime, call quality, and customer satisfaction.  
  • Integration Leadership: Oversee integration of contact center systems with CRM, LOS (e.g., BytePro), telephony (e.g., Asterisk), and analytics platforms.  
  • Compliance & Security: Ensure all systems meet regulatory and security standards, including mortgage compliance frameworks such as HMDA, TRID, RESPA, and ECOA.  
  • Team Leadership: Build and mentor a high-performing engineering team focused on contact center innovation and operational excellence.  
  • Stakeholder Collaboration: Partner with operations, product, and customer service teams to align technology with business goals.
Required Skills & Experience: 
  • 8+ years of experience in software engineering or contact center technology, with 3+ years in a leadership role.   
  • Proven experience building or scaling contact centers using CPaaS platforms.   
  • Strong understanding of telephony systems (e.g., SIP, Asterisk), CRM integrations, and customer engagement workflows.   
  • Familiarity with cloud platforms (AWS, Azure, GCP) and microservices architecture.   
  • Excellent communication, leadership, and cross-functional collaboration skills. 
 
Bonus Points: 
  • Experience with BytePro LOS and Asterisk telephony systems.   
  • Familiarity with mortgage compliance frameworks: HMDA, TRID, RESPA, ECOA.   
  • Experience with rules engines such as FICO Blaze Advisor, IBM Operational Decision Manager (ODM), or Red Hat Decision Manager.   
  • Experience in fintech, lending, or customer service automation.   
  • Contributions to open-source CPaaS or contact center technologies.   
  • Hands-on experience with leading CPaaS platforms, including: 
    • Twilio  
    • Vonage  
    • Microsoft Azure Communication Services  
    • AWS Communication Developer Services  
    • Infobip  
    • MessageBird  
    • IntelePeer  
    • Bandwidth  
    • Avaya CPaaS  
    • Kandy (Skyvera)  
    • LINK Mobility Group  
    • Alibaba Cloud CPaaS  
    • Sinch  
    • Webex Connect  
    • 8x8 CPaaS 
 
 
**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. **  
   
Compensation 
The annual salary for this position generally ranges between $150,000 – $300,000. 
 
Benefits 
·         401(k) 
·         Dental insurance 
·         Disability insurance 
·         Employee discounts 
·         Health insurance 
·         Life insurance 
·         Paid time off 
·         12 paid holidays per year 
·         Paid training 
·         Referral program 
·         Vision insurance 
  
Supplemental pay types: 
·         Referral bonuses 
  
AmeriSave is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 
California Consumer Privacy Act Disclosure Acknowledgment 
Employment Applicants, New Hires, and Employees Residing in California 
  
AmeriSave Mortgage Corporation’s Privacy Policy Statement (“Policy”) can be reviewed here: www.amerisave.com/privacy-policy 
  
AmeriSave Mortgage Corporation’s California Consumer Privacy Act (“CCPA”) Recruitment Disclosure can be reviewed here: https://www.amerisave.com/ccpa-recruitment-disclosure/ 
  
When AmeriSave’s Human Resources Department makes future requests for personal information, the same Policy is applicable. By applying, you understand this acknowledgment covers current and future personal information requests. You also acknowledge the business purpose of the personal information collected and that future requests may occur while applying for a position at AmeriSave and/or during employment, if applicable. 

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