Associate Director, Voice Services

## Associate Director, Voice Services Apply:
Plano, TX, USA:
Full time:
Posted Today:
R26 _Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
** Brown & Brown
** is seeing an
** Associate Director of Voice Services
** to join our growing team in
** Plano, TX!
** The Associate Director of Voice Services will be responsible for leading the vision, design, and operation of our voice and Contact Center technologies. This role will play a critical part in modernizing customer engagement through the adoption of agentic AI and intelligent automation, driving both operational efficiency and enhanced customer experience.
** How You Will Contribute:*
* ** Strategic Leadership
*** Define and execute the roadmap for voice and Contact Center technologies aligned with business objectives.
* Partner with all business units to maximize voice and Contact Center investments, while simplifying technology sprawl
* Evangelize capabilities and features that can be leveraged across business units
* Manage vendor relationships, to include strategic roadmaps and key performance objectives
* Champion the adoption of agentic AI solutions (e.g., AI agents, automation workflows, intelligent routing) to improve customer and agent experiences.
* Evaluate emerging technologies and vendors to continuously evolve the voice ecosystem.
** Platform Management & Operations
*** Oversee the design, implementation, and ongoing management of cloud-based voice and Contact Center platforms, including:  + Five9  + Genesys (Cloud or Engage)  + Ring Central  + Microsoft Teams Voice
* Ensure high availability, performance, and scalability of all voice systems.
* Manage vendor relationships, contracts, and service-level agreements (SLAs).
** AI & Automation Enablement
*** Lead initiatives to integrate AI capabilities such as conversational AI, virtual agents, sentiment analysis, and real-time agent assist.
* Partner with data and product teams to identify opportunities for AI-driven optimization.
* Measure and report on business impact (e.g., cost reduction, CSAT improvements, containment rates).  
** Compliance & Risk Management
*** Ensure voice and Contact Center environments meet regulatory and security requirements, including:  + PCI-DSS compliance for payment processing  + SOC 2 controls and audit readiness
* Collaborate with security and compliance teams to implement policies, controls, and monitoring.
** Team Leadership
*** Lead and develop a team of voice engineers and analysts.
* Foster a culture of innovation, accountability, and continuous improvement.
* Provide technical guidance and mentorship across the organization.
** Cross-Functional Collaboration
*** Work closely with Customer Experience, Operations, Security, and IT teams to align technology with business needs.
* Serve as a key stakeholder in digital transformation initiatives involving customer engagement.  
** Skills & Experience to be Successful:*
* * 7+ years of experience in voice services, Contact Center technologies, or unified communications.
* 3+ years in a leadership or management role.
* Hands-on experience with one or more major platforms:
Five9, Genesys, Ring Central, and/or Microsoft Teams Voice.
* Proven experience implementing or managing AI-driven Contact Center solutions.
* Strong understanding of PCI-DSS and SOC 2 compliance requirements in a Contact Center environment.
* Experience managing vendors and enterprise-scale deployments.
* Experience with CCaaS and UCaaS architectures. (preferred)
* Familiarity with APIs, integrations, and workflow automation tools. (preferred)
* Knowledge of workforce engagement management (WEM) and analytics platforms. (preferred)
** Teammate Benefits & Total Well-Being
** We go beyond standard benefits, focusing on the total well-being of our teammates, including:
* * Health Benefits*:
Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
* * Financial Benefits*: ESPP; 401k;
Student Loan Assistance;
Tuition Reimbursement
* * Mental Health & Wellness*:
Free Mental Health & Enhanced Advocacy Services
* * Beyond Benefits*:
Paid Time Off, Holidays, Preferred Partner Discounts and more.
* Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.
*