Director of Technology - Call Center Transformation & AI Automation

We’re seeking a Director of Technology that is a hands-on technical leader to re‑architect our high‑volume outbound and inbound call‑center platform into an AI‑powered, fully automated engagement engine. As Director of Technology you will own the strategy, architecture, and execution of next‑generation capabilities—GenAI–driven conversation bots, agent‑assist copilots, workflow automation, and data‑rich insights—that boost productivity, reduce cost per contact, and elevate customer experience. You’ll partner tightly with SaaS vendors, Product, and Operations to turn vision into a measurable roadmap and deliver rapid, scalable outcomes.

What You’ll Do:

Technology Strategy & Roadmap

• Define a 2–3‑year modernization plan aligning AI innovation with business KPIs (contact rate, AHT, conversion, NPS).

• Evaluate build‑vs‑buy and select best‑fit CCaaS, CPaaS, and AI platforms.

AI & Automation Delivery

• Lead design and rollout of GenAI/Agentic AI solutions—conversational IVR, real‑time agent assist, predictive routing, auto‑QA, and workflow bots.

• Establish reusable micro‑services, event streaming, and API gateways to integrate SaaS and in‑house systems.

Integration Architecture

• Own scalable integration patterns (pub/sub, REST, GraphQL, webhooks, iPaaS) connecting dialers, CRMs, marketing automation, and data lakes.

• Ensure high availability, observability, and secure data flow across the stack.

Hands‑On Technical Leadership

• Guide staff engineers on architecture, code reviews, IaC, CI/CD, and SRE best practices.

• Jump in to prototype complex AI workflows or debug production incidents as needed.

Vendor & Partner Management

• Negotiate contracts, SLAs, and joint roadmaps with CCaaS, LLM, and analytics vendors; hold them accountable for outcomes.

• Manage annual tech budget; balance cost efficiency with innovation speed.

Cross‑Functional Collaboration

• Translate business objectives into epics, stories, and technical designs with Product Owners.

• Run quarterly planning sessions with Call‑Center Ops and Marketing to prioritize highest‑impact work.

Data & Experimentation

• Define telemetry, dashboards, and A/B experimentation frameworks to validate AI features and automate continuous improvement.

Governance & Compliance

• Embed security, privacy, and TCPA/FCC compliance into architecture and SDLC.

What You’ll Bring:

• 12+ years progressive software engineering & architecture experience, including 5+ years leading call‑center or customer‑engagement technology programs.

• Proven success delivering GenAI / Agentic AI capabilities (LLM‑based chat, voice bots, summarization, agent copilots) at scale.

• Deep knowledge of CCaaS ecosystems (e.g., Amazon Connect, Twilio Flex, Genesys, Five9), dialer logic, and omni‑channel routing.

• Mastery of modern integration architectures—micro‑services, event buses (Kafka/Kinesis), API gateways, webhooks, and iPaaS.

• Hands‑on expertise with at least one major cloud provider (AWS, Azure, or GCP) and IaC (Terraform/CDK).

• Strong data‑analytics mindset—able to design KPIs, interpret telemetry, and guide experiments to boost business outcomes.

• Demonstrated vendor‑management, budgeting, and contract‑negotiation skills.

• Exceptional communication and stakeholder‑management abilities; comfortable translating tech strategy to executives and frontline agents alike.

• Experience modernizing legacy dialers/workflows into cloud‑native, AI‑enabled platforms preferred.

• Familiarity with marketing automation and lead‑management systems (Salesforce Marketing Cloud, Marketo, HubSpot) preferred.

• Certifications: AWS Solutions Architect, TOGAF, SAFe Agile, or AI/ML Specialty preferred.

• Bachelor’s or Master’s in Computer Science, Engineering, or related field preferred.

About Us:

Renuity is a national leader in the direct-to-consumer home improvement industry, dedicated to transforming spaces and enhancing lives. As one of the fastest-growing providers in the country, we operate under the Renuity brand and through a network of trusted regional companies—including Mad City Windows & Baths, Pacific Bath, FHIA Remodeling, Statewide Remodeling, MaxHome, Rite Window, and Closet America.

Backed by private equity and fueled by an ambitious growth strategy, Renuity has expanded rapidly through strategic acquisitions. Today, we’re focused on unifying our brands, streamlining operations, and delivering exceptional service to homeowners nationwide. We’ve already helped hundreds of thousands of customers upgrade their homes with quality products and expert installation—at competitive prices.

At Renuity, you’ll join a dynamic, fast-paced, and collaborative team where your work directly contributes to the company’s success. Our people work closely with executive leadership, embrace innovation, and drive real impact. Whether you’re in the field or at HQ, you’ll be part of shaping the future of home improvement—and building a career you can be proud of.

To learn more, visit www.renuityhome.com.

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Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected]. 

If you have a question regarding your application, please contact [email protected]

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