Director of Customer Engagement

TCI has an immediate need for a Director of Customer Engagement in Louisville, KY. This is a Direct Hire opportunity and work is preformed on-site.

This is not a C2C opportunity.

NOTE:

This position requires US Citizenship or Permanent Residence

The Director of Customer Engagement is responsible for the technology and processes used to communicate with customers across phone, text, email, web, social media, and other digital channels.

This role ensures customer interaction systems work effectively, support business needs, and help improve customer experience, operational efficiency, collections, and revenue performance. The Director oversees platform strategy, system optimization, vendor management, workflow design, and AI initiatives.

• Develop and maintain a roadmap for customer interaction technologies.
• Recommend improvements, upgrades, or replacement of platforms when needed.
• Ensure technology investments support business goals.

• Own customer interaction workflows across all channels.
• Ensure systems work together smoothly, including CRM, EHR, billing, and operational platforms.
• Simplify processes and eliminate manual work whenever possible.
• Improve how information moves through the customer journey.

• Oversee configuration and performance of phone, messaging, and automation systems.
• Improve routing, campaigns, workflows, and user experience.
• Establish standards and best practices for platform use.
• Manage relationships with technology vendors.
• Hold vendors accountable for performance, service levels, and results.
• Oversee implementations, contracts, training, and ongoing support.
• Ensure the organization receives value from technology investments.

• Define and track key performance measures.
• Provide reporting and insights that support operational improvements.
• Monitor platform usage, effectiveness, and return on investment.

• Identify and implement practical AI and automation opportunities.
• Improve efficiency through tools such as call summaries, agent assistance, and intelligent routing.
• Measure results and focus on initiatives that create business value.

• Serve as a member of the IT Leadership Team.
• Partner with business leaders to improve customer interactions and operational performance.
• Build internal expertise and reduce dependence on outside vendors.

Success in this role will be measured by:

• Improved customer engagement and satisfaction.
• Higher conversion and collections performance.
• Reduced call handling times and manual work.
• Increased use and effectiveness of platform capabilities.
• Strong vendor performance and cost management.
• Measurable results from AI and automation initiatives.

• Bachelor's degree in Information Technology, Business, Engineering, or a related field required. Advanced degree preferred.
• 10+ years of technology experience, including customer interaction, customer service, or contact center platforms.
• 5+ years of leadership experience.
• Experience leading platform implementations, upgrades, or transformations.
• Strong track record of delivering measurable business results through technology.
• Experience managing vendors and technology partners.
• Understanding of contact center operations and customer service workflows.
• Experience with platforms such as Ring Central, Five9, Genesys, NICE, or similar technologies.
• Knowledge of AI, automation, messaging, and customer engagement tools.
• Experience integrating systems such as CRM, EHR, and billing platforms.
• Strong analytical, communication, and leadership skills.