Director, Contact Center Technologies

***No agencies or 3rd party Recruiters please. Thank you! ***

Who we are:

Cornerstone Servicing, a division of Cornerstone Capital Bank, is a best-in-class mortgage servicer with a reputation for amazing service, customer satisfaction, employee retention and happiness! We employ people who are passionately committed to Cornerstone's Mission, Vision & Core Convictions.

We honor God by using our talents to make a positive difference in the lives of our Team Members, Clients, Shareholders, Communities, and the People who provide services to us.

Who we are looking for:

The Director of Contact Center Technologies leads the strategic direction, design, and implementation of all contact center technology initiatives. This role is responsible for overseeing omnichannel platform integrations, optimizing telephony and IVR systems, ensuring regulatory compliance, and driving innovation to enhance customer and agent experiences. The Director collaborates with cross-functional teams, technology vendors, and business stakeholders to deliver seamless and scalable solutions that align with enterprise objectives.

• Location: Onsite in Englewood, CO
• Compensation: $120-140k + Bonus

Key Responsibilities:

• Provide strategic leadership for all contact center technology initiatives, including IVR, IVA, omnichannel routing, workforce management (WFM), quality management, and CRM integrations.
• Direct the architecture, development, and deployment of scalable solutions utilizing platforms such as Genesys Cloud, Five9, NICE InContact, RingCentral, Omilia, and Salesforce.
• Lead the planning and implementation of new technologies and continuous improvements, leveraging Agile methodologies and CI/CD pipelines.
• Oversee the integration of APIs for seamless connectivity between SaaS platforms (e.g., payment processors, CRM systems, reporting tools, messaging services).
• Ensure regulatory compliance with industry standards, including FDCPA, CFPB, TCPA, STIR/SHAKEN, and E911 emergency services.
• Collaborate with business leaders and IT stakeholders to align contact center technologies with organizational goals and customer experience strategies.
• Manage vendor relationships, including contract negotiations, service level agreements (SLAs), and performance management.
• Analyze contact center KPIs and telephony data to identify optimization opportunities and implement solutions to drive efficiency, cost savings, and service excellence.
• Develop and lead a high-performing team of contact center technology managers, developers, and analysts.
• Establish governance standards for platform changes, security compliance, and best practices in operational excellence.

What you'll need to be successful:

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field (Master's degree preferred).
• 5+ years of experience in contact center technologies, with 8+ years in leadership or director-level roles.
• Expertise in omnichannel contact center platforms and telephony systems.
• Strong knowledge of API integration (SOAP, REST) and cloud-based telephony environments.
• Demonstrated experience implementing and supporting Genesys Cloud, Five9, NICE, RingCentral, or similar platforms.
• Experience with regulatory compliance frameworks impacting contact center operations.
• Proficient in CI/CD practices, Agile development methodologies, and ITSM tools (ServiceNow, Jira, Monday, Wrike).
• Experience managing emergency service (E911) telephony requirements.
• Strong project management, vendor management, and budgeting skills.
• Excellent communication, leadership, and strategic planning abilities.
• Genesys Cloud, Five9, or NICE certifications.
• Experience with conversational AI platforms (Omilia, Google Dialogflow, etc.).
• Familiarity with Workforce Management and Quality Management Systems.
• Advanced proficiency in KPI reporting, dashboard creation, and operational analytics.

What we offer:

Because we recognize and reward hard work, we offer a competitive salary, a full benefits package, and the potential for a performance-based bonus.

What to do next:

If Cornerstone sounds like the place for you (and if you have the qualifications, drive, and passion to match), we invite you to become a member of our winning team! And remember, once you're a part of our Cornerstone team, we'll continue to invest in you as a valuable asset to our company. As many of our team members can tell you, there's something special about working at Cornerstone.