• Director of Engineering- Call Center Applications

    Insight Global (Boston, MA)


    Job Description

    An employer is looking for a Director of Engineering to lead the transformation of their call center technology. This role is pivotal in maintaining the company's reputation for excellence in the travel industry by driving innovation and integrating cutting-edge solutions, including AI.

    Key Responsibilities

    • Lead the strategy, development, and implementation of technologies supporting our call center.

    • Build and scale multiple delivery teams, mentoring leaders and fostering high performance.

    • Oversee end-to-end technical delivery—from design to deployment and maintenance.

    • Ensure system reliability, performance, and compliance (PCI, GDPR, etc.).

    • Drive AI adoption in workflows (e.g., chatbots, summarization, automation).

    • Guide integration of telephony, VoIP, CTI, IVR, CRM, and other technologies.

    • Align technology initiatives with business outcomes and customer experience goals.

    • Promote agile practices and continuous improvement across engineering teams.

     

    Compensation for this role is 190-220k per year annually plus bonus. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

     

    Skills and Requirements

     

    -10+ years in software development

     

    -2+ years in a managerial role

    -Strong experience implementing Call Center components such as telephony, VoIP, CTI, IVR, and CRM technologies

    -Experience working with AI to implement process improvements such as automation, chatbots, search capabilities, etc. -Travel industry experience