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Contact Center Director Jobs in Boca Raton, FL (NOW HIRING)

The Learning Experience

Center Director

Miramar, FL

$55K - $60K/yr

As a Center Director, you'll lead a passionate team and make a meaningful difference in the lives of children, their families, and your community. Compensation: $55,000-$60,000 What We Offer: • ...

The Learning Experience

Center Director

Miramar, FL · On-site

$55K - $60K/yr

As a Center Director, you'll lead a passionate team and make a meaningful difference in the lives of children, their families, and your community. Compensation: $55,000-$60,000 What We Offer: • ...

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All JobsContact Center JobsContact Center Director JobsContact Center Director Jobs in Boca Raton, FL

Contact Center Director information

See Boca Raton, FL salary details

$51.2K

$117.6K

$150.9K

How much do contact center director jobs pay per year?

As of Sep 7, 2026, the average yearly pay for contact center director in Boca Raton, FL is $117,553.00, according to ZipRecruiter salary data. Most workers in this role earn between $92,500.00 and $142,300.00 per year, depending on experience, location, and employer.

What does a contact center director do?

A Contact Center Director is responsible for overseeing the operations and performance of a company's contact or call center. They develop strategies to improve customer service, manage budgets, and ensure that the center meets its goals for customer satisfaction and efficiency. This role involves leading teams, implementing new technologies, and analyzing data to optimize workflows. Contact Center Directors also coordinate with other departments to align customer service with the company’s overall objectives.

What are the key skills and qualifications needed to thrive as a contact center director, and why are they important?

To thrive as a Contact Center Director, you need strong leadership abilities, extensive experience in customer service management, and a relevant bachelor's degree, often in business or communications. Familiarity with contact center software platforms (like Genesys or Five9), workforce management systems, and quality assurance tools is typically required. Exceptional communication, problem-solving, and strategic thinking skills help you motivate teams and drive continuous improvement. These competencies are crucial for ensuring operational efficiency, high customer satisfaction, and the achievement of organizational goals.

What are some common challenges faced by a contact center director, and how can they be managed?

Contact Center Directors often face challenges such as maintaining high service levels during peak periods, ensuring consistent training and development for agents, and managing turnover. To address these, directors implement robust workforce management systems, foster a positive work culture, and invest in ongoing coaching and technology upgrades. Collaborating closely with HR and IT teams is essential to streamline processes and support both staff and customers effectively.

What is the difference between Contact Center Director vs Customer Service Manager?

AspectContact Center DirectorCustomer Service Manager
ResponsibilitiesOversees entire contact center operations, strategy, and performanceManages customer service team, handles escalations, improves service quality
Required CredentialsBachelor's degree, experience in contact center management, leadership skillsBachelor's degree, customer service experience, team management skills
Work EnvironmentCall centers, customer support centers, corporate officesCustomer service departments, retail, or service-oriented settings
Industry UsageCommonly used in large organizations with multiple contact channelsUsed in various industries focusing on direct customer interaction

The Contact Center Director typically oversees the entire contact center operation, focusing on strategy and performance, while the Customer Service Manager handles day-to-day customer interactions and team management. Both roles require leadership skills and relevant experience, but the director's scope is broader, often involving higher-level planning and resource allocation.

What are the most commonly searched types of Contact Center jobs in Boca Raton, FL?

The most popular types of Contact Center jobs in Boca Raton, FL are:

What are popular job titles related to Contact Center Director jobs in Boca Raton, FL?

For Contact Center Director jobs in Boca Raton, FL, the most frequently searched job titles are:

What job categories do people searching Contact Center Director jobs in Boca Raton, FL look for?

The top searched job categories for Contact Center Director jobs in Boca Raton, FL are:

What cities near Boca Raton, FL are hiring for Contact Center Director jobs?

Cities near Boca Raton, FL with the most Contact Center Director job openings:

Contact Center Director jobs near you
Infographic showing various Contact Center Director job openings in Boca Raton, FL as of August 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 73% Physical, 3% Hybrid, and 24% Remote job distribution, with an average salary of $117,553 per year, or $56.5 per hour.

Director, Contact Center Technology

Socket.dev

Fort Lauderdale, FL • On-site

$150 - $200/hr

Other

Posted 22 hours ago

Posted today

Job description

Job Title:Director, Contact Center Technology

Position Summary:

The Director, Contact Center Technology is responsible for defining and executing the technology strategy that enables a modern, scalable, and customer-centric contact center environment. This role provides strategic leadership for contact center platforms, architecture, integrations, automation, analytics, and operational technology capabilities that support exceptional customer and employee experiences.

The Director partners closely with Customer Experience, Operations, IT, Digital, Security, Data & Analytics, and business stakeholders to drive innovation, improve service delivery, optimize technology investments, and ensure the contact center ecosystem aligns with enterprise objectives.

Essential Duties and Responsibilities:

Technology Strategy & Leadership

  • Develop and execute a multi-year contact center technology roadmap aligned with business goals, customer experience objectives, and operational priorities.
  • Lead the evaluation, selection, implementation, and optimization of contact center platforms and supporting technologies.
  • Define enterprise architecture standards, governance models, and technology best practices for contact center solutions.
  • Stay current on emerging technologies, including artificial intelligence, automation, conversational AI, workforce optimization, analytics, and digital engagement channels.
  • Build strong relationships with executive stakeholders and communicate technology strategy, opportunities, risks, and investments.

Contact Center Platform Management

  • Own the strategy and lifecycle management of contact center platforms, including cloud-based and hybrid environments.
  • Lead platform modernization initiatives, migrations, upgrades, and continuous improvement programs.
  • Oversee capabilities such as:
    • Omnichannel customer engagement
    • Voice and digital routing
    • Interactive voice response (IVR)
    • Chatbots and virtual assistants
    • Customer relationship management (CRM) integrations
    • Workforce engagement and quality management
    • Reporting, analytics, and performance management
  • Ensure platforms deliver reliability, scalability, security, and measurable business value.

Innovation & Automation

  • Identify opportunities to leverage AI, automation, and emerging technologies to improve customer experiences and operational efficiency.
  • Partner with business teams to design intelligent automation solutions that reduce customer effort and improve agent effectiveness.
  • Establish a framework for evaluating and prioritizing technology innovation initiatives.
  • Promote experimentation and adoption of next-generation customer engagement capabilities.

Architecture, Integration & Delivery

  • Provide technical leadership for complex contact center implementations and integrations.
  • Oversee integrations between contact center platforms and enterprise systems, including CRM, identity management, data platforms, and business applications.
  • Ensure solutions meet enterprise security, compliance, availability, and performance requirements.
  • Partner with engineering and delivery teams to manage implementation plans, roadmaps, and release strategies.

Operational Excellence & Governance

  • Establish governance processes for platform changes, enhancements, vendor management, and technology standards.
  • Define and monitor key performance indicators related to platform performance, adoption, reliability, and customer experience outcomes.
  • Drive continuous improvement initiatives based on operational insights, analytics, and stakeholder feedback.
  • Manage technology risks, dependencies, budgets, and resource planning.

Vendor & Financial Management

  • Manage strategic relationships with contact center technology vendors and implementation partners.
  • Evaluate vendor capabilities, contracts, service levels, and product roadmaps.
  • Develop and manage annual technology budgets, investment plans, and business cases.
  • Ensure technology investments deliver measurable value and return on investment.
Education and Experience:
  • Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field; or equivalent professional experience.
  • 8+ years of experience leading contact center technology, customer experience platforms, or enterprise application solutions.
  • 5+ years of experience managing large-scale contact center technology implementations or transformations.
  • Proven experience with cloud contact center platforms and enterprise integrations.
  • Strong understanding of contact center operations, customer journey design, and digital engagement technologies.
  • Demonstrated experience leading cross-functional teams and influencing senior executives.
  • Experience managing technology vendors, contracts, and strategic partnerships.
  • Strong knowledge of security, compliance, architecture, and technology governance practices.

Preferred Qualifications

  • Experience with artificial intelligence, machine learning, automation, or conversational AI solutions.
  • Experience with platforms such as Genesys, NICE, Cisco, Amazon Web Services, or similar contact center ecosystems.
  • Experience leading enterprise-wide contact center modernization programs.
  • Knowledge of CRM platforms, customer data platforms, analytics, and workforce optimization solutions.
  • Experience in Agile delivery environments and technology product management practices.

Core Competencies

  • Strategic technology leadership
  • Customer experience transformation
  • Enterprise architecture
  • Digital and AI innovation
  • Executive communication
  • Vendor management
  • Financial planning and budgetingChange leadership
  • Problem solving and decision-making
  • Cross-functional collaboration

Success Measures

Success in this role will be measured by:

  • Improved customer and agent experiences
  • Increased platform reliability and operational efficiency
  • Successful delivery of technology transformation initiatives
  • Increased automation and self-service adoption
  • Effective governance and optimization of technology investments
  • Strong stakeholder satisfaction and alignment
Qualifications About Us

Convey Health Solutions, together with Pareto Intelligence™ delivers a powerful combination of purpose-built technology, advanced analytics, and expert services to help health plans thrive in a complex, post--Affordable Care Act environment.

As a trusted partner to Medicare and commercial payers, we provide scalable, compliant solutions that span the entire member lifecycle--from enrollment and billing to risk adjustment, Stars performance, and member engagement. Pareto's deep analytics and financial intelligence complement Convey's operational expertise, enabling our clients to improve performance, reduce costs, and create better healthcare experiences for millions of Americans--especially seniors and vulnerable populations.

Together, we help health plans scale smarter, grow stronger, and make healthcare work better for the people who need it most.

Learn more at http://www.ConveyHealthSolutions.com

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