Director of Contact Strategy Platforms

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Contact Strategy Platforms based in the United States. This is a senior technology leadership role responsible for building and scaling a modern contact strategy platform function centered on Genesys Cloud. You will lead a team of administrators and engineers while remaining hands-on with architecture, configuration, integrations, troubleshooting, and platform optimization. The role combines people leadership, technical ownership, operational governance, and business partnership in a fast-growing environment. You will translate strategic priorities into executable roadmaps and ensure new capabilities are properly tested, deployed, adopted, and measured. Your work will directly influence client experience, contact center performance, employee productivity, and operational scalability. You will partner closely with IT, CRM, data, legal, operations, security, and external technology providers to deliver reliable enterprise solutions. This opportunity is ideal for a technically strong contact center leader who thrives on ownership, urgency, continuous improvement, and building high-performing teams. Build, lead, mentor, and develop a team of Genesys administrators and engineers, establishing clear ownership, operating rhythms, technical standards, documentation practices, escalation paths, and succession coverage. Remain hands-on with Genesys Cloud by contributing to complex configuration, Architect flows, routing strategies, outbound solutions, integrations, troubleshooting, and technical reviews when required. Translate strategic Genesys priorities into detailed implementation plans covering ownership, dependencies, milestones, testing, deployment, and measurable business outcomes. Coordinate major releases and platform changes across business teams, IT, Salesforce, Filevine, Data Engineering, telecommunications carriers, Genesys, and implementation partners. Own the reliability, stability, performance, and operational health of the Genesys Cloud environment, continuously improving IVR logic, queues, skills, routing, priorities, overflow strategies, callbacks, outbound campaigns, digital channels, and recording. Establish proactive platform-health reviews, identify recurring defects, capacity constraints, configuration issues, and other risks, and address them before they materially affect employees or clients. Serve as the senior owner for major incidents and recurring platform problems, coordinating stakeholders, driving issues through resolution, and implementing effective problem-management practices. Establish robust change-management, testing, approval, deployment, rollback, and post-release validation standards for production changes. Review Genesys product releases and feature changes, assess business impact, and coordinate required testing, communications, and configuration updates. Own the Genesys side of integrations with Salesforce, Filevine, data platforms, telecommunications carriers, messaging providers, and other enterprise systems, including APIs, webhooks, data actions, screen pops, workflow automation, and synchronization processes. Partner with Intake, Client Success, Workforce Management, Quality Assurance, Learning & Development, Analytics, Legal, and other teams to convert operational challenges into scalable platform solutions. Use contact center technology to improve speed to lead, answer rates, contact rates, outbound productivity, abandonment, callback completion, transfer success, conversion, and employee productivity. Identify opportunities to leverage AI-enabled capabilities such as Agent Assist, AI routing, transcription, speech and text analytics, automated summaries, workflow automation, and journey orchestration. Translate legal and compliance requirements into practical controls covering calling hours, consent, recording, data retention, do-not-call proce