Additional Information
The Associate Director, Voice Technology Services, support Operations teams and is responsible for leading the design, execution, and optimization of enterprise outbound contact strategies that drive campaign effectiveness, operational efficiency, and strict regulatory compliance. This role oversees dialing strategy, contact planning, and campaign governance while leading a high-performing team accountable for campaign planning, performance analytics, and cross-functional execution. This role additionally oversees Operations support for enterprise team member contact center enablement, including Inbound call flows , team member attributes and scheduling support via automation.
This leader will play a critical role in modernizing contact capabilities, including migrating to next-generation telephony platforms (e.g., NICE / CCaaS ), decommissioning legacy systems, and standardizing dialer and IVR operations across the enterprise. The Associate Director partners closely with Operations, Legal, Technical partners, Product, and Risk to ensure compliant, scalable, and customer-centric engagement strategies.
In the Role
Own the design and execution of enterprise outbound contact strategies, including dialing logic, contact cadence, and channel prioritization.
Develop and optimize contact plans across platforms and business units to maximize reach, response, and conversion while minimizing risk.
Ensure continuous improvement of campaign effectiveness through data-driven performance analysis and experimentation.
Lead and develop a team responsible for campaign planning, analytics, and execution support.
Foster a culture of precision, accountability, innovation, and results orientation.
Establish clear performance metrics, coaching, and development plans for team members.
Lead migration to modern contact center platforms (e.g., NICE, CCaaS ).
Oversee decommissioning of legacy telephony and dialer systems.
Drive standardization of dialer configurations, IVR logic, and contact frameworks across the enterprise.
Partner with IT and Product teams to deliver scalable, future-ready capabilities.
Ensure zero critical compliance incidents through rigorous controls and monitoring.
Enforce change management standards with 100% adherence to governance frameworks.
Maintain full audit readiness and ensure compliance with regulatory and internal policy requirements.
Partner with Legal and Risk to evaluate and implement compliant outbound communication strategies.
Deliver key initiatives on time, with zero outages and minimal operational disruption.
Establish and monitor KPIs related to campaign performance, system reliability, and operational efficiency.
Act as a strategic advisor across Operations, Legal, IT, and Product organizations.
Align outbound strategies with broader business goals, customer experience objectives , and regulatory requirements.
Lead cross-functional planning and execution for enterprise initiatives.
Conduct regular frontline immersion to understand operational realities and customer interactions.
Identify opportunities to improve customer experience, reduce friction, and optimize cost-to-serve.
Drive adoption of enterprise initiatives that enhance engagement effectiveness and customer outcomes.
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