Director - Contact Center

Dir IT Management - IM06AE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

Are you a visionary technology leader ready to drive transformation? Join our Claims, Contact Center & Digital Enablement team to help spearhead the migration of our contact center from Genesys to Amazon Connect. You'll play a pivotal role in enhancing customer, employee, and business experiences while leveraging cutting-edge AI and digital capabilities. Be part of a dynamic team committed to innovation and excellence.

This role can have a Hybrid or Remote work arrangement. Candidates who live near one of our office locations will have the expectation of working in an office 3 days a week (Tuesday through Thursday) Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise.

Candidate must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.

RESPONSIBILITIES:

• Execution of the program to migrate our contact center from Genesys to Amazon connect including 6,000+ users and external customers.

• Leverage deep technical acumen across a wide technology stack including Angular, AWS Lambda, SageMaker, Bedrock, and AWS cloud to ensure well-architected and designed contact center platform echo system that position us against our strategic goals.

• Use analytical, problem-solving skills to identify challenges and risks and proactively mitigate and manage the execution.

• Lead development and engineering teams within the organization, develop workforce strategy and manage vendor relationships.

• Mature DevSecOps processes, improving automation to enable continuous delivery, and build high performing software engineering teams with a focus on continuous improvement.

• Bachelors Degree in Computer Science or related discipline

• Develop and implement next-generation contact center capabilities by leveraging Gen-AI to enhance business, customer, and employee experiences through advanced digital solutions.

• Lead delivery teams by providing coaching and mentoring, and fostering the next generation of talent to enhance execution, improve productivity, and drive efficiencies.

• Communicate and influence executives across the business, technology, and partner organizations.

• Manage budgets using Agile sizing approaches, ensuring transparency across delivery programs, and utilizing FinOps to achieve measurable results.

QUALIFICATIONS:

• 10+ years of technical leadership experience driving contact center transformation with Amazon Connect experience preferred.

• Experience with AWS cloud technologies including automated CI/CD pipelines, DeveSecOps, FinOps, and AWS developer stack.

• Experience with AWS AI, ML and Big Data stack.

• Strong experience with managing Telephony and SMS gateway relationships.

• Proven organizational transformational leadership across a large, complex organization to effectively build, manage, and scale cross-functional teams to deliver demonstrated outcomes.

• Strong technology and delivery experience with large, transformational programs, specifically with SAFE Agile execution and building strong partnerships with Product Management to influence focus on business value.

• Experience with complex technical platforms and legacy application modernizations including cloud enablement and migration, demonstrated experience leveraging reliability engineering approaches to optimize workloads executing in cloud.

• Proven track record as a results-oriented IT leader that collaborates well with business leaders and manages business outcomes.

• Deep knowledge of technology, software development life cycle, experience in Agile methodology required.

• Strong understanding of business strategy and aligning technology roadmaps to business

• Strong people leadership abilities with skills in coaching and mentoring talent.

• Ability to successfully work across all levels of the organization, including interacting with senior management.

• Proven ability to manage complex vendor relationships and experience working with an offshore delivery mode.

• Strong analytical, critical thinking and problem-solving skills, with thorough attention to detail

• Strong written and communication skills

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$140,640 - $210,960

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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Human achievement is at the heart of what we do.

We believe that with the right encouragement and support, people are capable of achieving amazing things.

We put our belief into action by ensuring individuals and businesses are well protected, and by going even further - making an impact in ways that go beyond an insurance policy.

Nearly 19,000 employees use their unique talents in careers that span a variety of disciplines - from developing the latest technology to creating and promoting our products to evaluating future financial risks.

We're also committed to programs that drive education and support volunteerism, which put human beings first. We do it because it's the right thing to do, and because when our customers, communities and employees succeed, we all do.

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