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Senior Director - Contact Center Engineering

Who we Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary: The Senior Director of Contact Center Engineering will play a pivotal leadership role in transforming our enterprise contact center ecosystem. This leader will oversee engineering teams focused on contact center platforms, IVR, voice/data infrastructure, and AI-powered customer experience technologies. Reporting to VP Software Development and Digital Transformation the successful candidate will guide strategic investments, modernize legacy systems, and deliver robust, scalable, and customer-centric solutions across all contact center channels.

This role will be based in our Naperville IL office. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to:

Develop and execute the strategic roadmap for the enterprise contact center platform, ensuring alignment with business goals and customer experience strategy.
Lead engineering and development teams across contact center technologies including ACD, IVR, CTI, workforce optimization (WFO), omnichannel routing, CRM integration, and conversational AI.
Partner closely with business units including Customer Experience, Sales, and Product Management to drive innovation in customer interactions and self-service capabilities.
Drive architectural modernization by optimizing Amazon Connect platform, Salesforce Service Cloud, and Experience Cloud, and implementing microservices, APIs, and real-time data flows.
Ensure operational excellence by maintaining high system availability, low latency, and strict adherence to SLAs for all contact center-related platforms.
Recruit, develop, and inspire a diverse and talented team of contact center engineers, architects, and operations leaders.
Collaborate with security and infrastructure teams to ensure platform compliance, data privacy, and regulatory readiness.
Champion agile practices, DevOps enablement, and iterative delivery to drive speed and quality.
Manage vendor relationships, evaluate partner technologies, and optimize total cost of ownership across contact center platforms.
Create and track KPIs that measure efficiency, service quality, agent enablement, and customer satisfaction.
Serve as a trusted advisor to senior leadership by translating complex technology concepts into impactful business strategies.

We're Excited if this is You!

Experience and Qualifications of the role:

12+ years of technology experience, with at least 5 years in a senior leadership role overseeing contact center engineering or related infrastructure.
5+ years’ experience in an engineering leadership role including coaching and mentoring of level 2 managers with a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay.
Proven experience implementing and managing large-scale cloud-based contact center platforms such as Amazon Connect.
Strong knowledge of telephony protocols, SIP, WebRTC, IVR scripting, AI-powered voice/chat bots, and CRM integrations (e.g., Salesforce).
Salesforce Experience Cloud and Salesforce Service Cloud expertise.
Verint WFM expertise.
Demonstrated success in leading cross-functional teams and third-party vendors in a fast-paced, high-growth environment.
Deep understanding of customer journey mapping, contact deflection strategies, and AI/ML technologies in service delivery.
Strategic mindset with the ability to translate vision into execution while managing cost, complexity, and speed.
Hands-on experience with agile methodologies, CI/CD pipelines, and modern observability stacks.
Outstanding communication and leadership skills with the ability to influence technical and non-technical stakeholders.

Education:

Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience). Master’s degree (MS, MBA, or equivalent) is highly preferred.

Certificates, Licenses, Registrations
N/A

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $206,640 - $310,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
Generous Paid Time Off: Take the time you need to recharge and relax.
Education Assistance Program: Invest in your growth and development with our support.
FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies:

Conflict Management: Effectively navigates disagreements between technical and business teams by grounding discussions in data, priorities, and strategic goals. Maintains a composed and solutions-focused demeanor in high-pressure situations. Resolves conflicts in ways that preserve relationships and keep projects on track.

Managerial Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Action Oriented: Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Functional / Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

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