Director of Contact Center Engineering

Job Description

Job Description

AmeriSave is a technology-forward mortgage lender committed to delivering exceptional customer experiences through innovation, automation, and intelligent systems. As we expand our digital infrastructure, we are investing in next-generation contact center technologies to support scalable, personalized, and efficient customer engagement.

Role Overview :

We are seeking a Director of Contact Center Engineering to lead the design, development, and optimization of AmeriSave’s contact center platforms. This leader will be responsible for architecting a modern, cloud-native contact center built on CPaaS (Communications Platform as a Service) technologies, while continuously evaluating emerging platforms to ensure AmeriSave remains ahead of the curve.

Responsibilities :

• Architect & Build : Lead the engineering and deployment of a scalable, omnichannel contact center using CPaaS platforms.
• Technology Evaluation : Continuously assess CPaaS vendors and emerging technologies to identify best-in-class solutions for voice, chat, SMS, video, and AI-powered interactions.
• Performance Optimization : Define and monitor KPIs for agent performance, system uptime, call quality, and customer satisfaction.
• Integration Leadership : Oversee integration of contact center systems with CRM, LOS (e.g., BytePro), telephony (e.g., Asterisk), and analytics platforms.
• Compliance & Security : Ensure all systems meet regulatory and security standards, including mortgage compliance frameworks such as HMDA, TRID, RESPA, and ECOA .
• Team Leadership : Build and mentor a high-performing engineering team focused on contact center innovation and operational excellence.
• Stakeholder Collaboration : Partner with operations, product, and customer service teams to align technology with business goals.

Required Skills & Experience :

Bonus Points :

Compensation

The annual salary for this position generally ranges between $150,000 – $300,000.

Benefits

Supplemental pay types :

AmeriSave is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

California Consumer Privacy Act Disclosure Acknowledgment

Employment Applicants, New Hires, and Employees Residing in California

AmeriSave Mortgage Corporation’s Privacy Policy Statement (“Policy”) can be reviewed here :   www.amerisave.com / privacy -policy

AmeriSave Mortgage Corporation’s California Consumer Privacy Act (“CCPA”) Recruitment Disclosure can be reviewed here :   https : / / www.amerisave.com / ccpa -recruitment-disclosure /

When AmeriSave’s Human Resources Department makes future requests for personal information, the same Policy is applicable. By applying, you understand this acknowledgment covers current and future personal information requests. You also acknowledge the business purpose of the personal information collected and that future requests may occur while applying for a position at AmeriSave and / or during employment, if applicable.