<p>Director of Engineering Call Center Boston MA HybridOverview We are excited to be expanding our Traveler Relations Center digital teams to support our growing call center We are looking for a Director of Engineering who wants to play an integral role in driving technical change for our most important customer touch point our call center This role will be key in ensuring we maintain the high level of excellence for which were known in the travel space The Director of Engineering will be responsible for the strategy and execution of the research creation purchasing and adoption of technologies to support our Call Center A key piece of this will be exploring how we can leverage AI to help our call center agents and provide the correct information to our passengers at the right moment The ideal candidate will have experience leading multiple digital initiatives in a dynamic and fast paced environment a proven track record of delivering exceptional results through best practices in a high performing team and experience introducing new technologies such as AI into a call centers workflow We offer a unique opportunity to be part of an already strong global brand and a chance to make your mark on it leading the development of systems for both our internal and external customers With trips in nearly 100 countries youll never run out of new places people and cultures to feed your wanderlust From the Maasai warriors of Kenya to the tranquil temples of Japan your work will consist of a staggeringly broad range of content so its fair to say bored is not in our lexicon Grand Circle Corporation is the leader in international travel adventure and discovery for Americans aged 50 Headquartered in Boston MA were a 600M global enterprise with 30 regional offices and over 2000 associates Since our founding over two million Americans have traveled with our award winning travel brands Grand Circle Travel Overseas Adventure Travel and Grand Circle Cruise Lines Want to go places Grand Circle Corporation is the place for you What youll do As a Director of Engineering you will Grow your organization from inception to multiple delivery teamsDirectly manage and grow the leaders of multiple teams and coach them to manage and develop their own direct reportsDemonstrate technical leadership for the end to end delivery of Call Center solutions from technical design through development vendorpartner analysis automated testing deployment and ongoing maintenanceoperationsCreate review and suggest improvements to requirements solution designs and code reviewsOversee system uptime performance and compliance with industry standards PCI GDPR etcEstablish and drive a roadmap to increase the adoption of AI into the call center workflow process through AI driven search chatbots summarization workflow automation categorization and othersHelp mentor coach and develop your team leaders responsible for implementing our Call Center components and their supporting services using technologies such as telephony VoIP CTI IVR and CRM integrations C Docker and othersDemonstrated ability to align technology strategy with measurable business outcomesContinuously rethink and push the status quo even when it challenges yourour established ideasBalance calculated risks tradeoffs and consequences in prioritizing and optimizing for sustainable time to value and high quality engineeringProvide ongoing support to internal customers and technical teamsPartner with our process leaders to maintain and continuously improve agile delivery and engineering practicesRequirements 10 years of experience in development of which two years have been as manager of managersExperience in growing and defining an organizationExperience in leading teams in designing and implementing solutions for a call centerAbility to lead teams to architect scalable performant secure and reusable solutionsExperience in leading coaching and mentoring managers and developers; providing constructive feedback to help them improveExperience working with AI SaaS providers and implementing AI driven process improvements such as automation chatbots search etcComfortable finding evaluating and negotiating with 3rd party vendors and partnersCapability to communicate and collaborate across the wider organization influencing decisions with and without direct authority and always with inclusive adaptable and persuasive communicationBeing a passionate and engaged collaborator and communicator with the ability to influence partners and peers at different levelsBachelors degree in computer science related discipline or equivalent experienceAgileScrum experienceAzure or other cloud platformsShould display a high degree of adaptability to become familiar with new technologies as needed and successfully manage the daily challenges of a technical environmentFamiliarity with call center compliancesecurity standardsProven success working in a fast paced environment and within various sized organizationsWe bring together human insight and digital expertise to anticipate the needs of our customers Our team members are innovative technologically sophisticated and motivated to achieve Benefits 50 Discount on GCC tripsRobust healthcare benefits including medical dental vision and flex spending accountsGenerous Paid time off PTOPaid holidays throughout the yearCompany paid life insurancePaid short and long term disability insurance401K Retirement Savings accountDiscounted auto and renters insuranceVolunteer and philanthropy opportunities to give back in Boston and where we travelCasual dress code every dayWhy Join Us Join a mission driven company that values data informed decision making at every levelMake a visible impact on traveler experience and contact center excellenceBe a part of a culture that embraces transparency accountability and bold thinking</p>