Back
Director, Omnichannel Contact Center
Full-time
As Director, Omnichannel Contact Center, you are responsible for leading the strategy, operations, and performance of a high-volume, multi-channel customer support organisation. This includes architecting and scaling an integrated support ecosystem (phone, chat, email, SMS, social care, self-service) anchored in best-in-class Zendesk optimisation and AI-driven automation.
Essential Functions
Develop and execute the omnichannel support strategy across voice, chat, email, messaging, social, and self-service.
Serve as senior owner of all Zendesk capabilities, configurations, workflows, and integrations, including ticket routing, triggers, automations, and macros.
Implement and refine AI chatbots, virtual assistants, and self-service flows to reduce contact volume and improve speed to resolution.
Deploy AI-powered agent assist, knowledge recommendations, and automated quality scoring.
Own forecasting, scheduling, service levels, capacity planning, and operational KPIs (SLA, CSAT, NPS, FCR, AHT, cost-per-contact).
Partner cross-functionally and lead change management for new channels, tools, and workflows.
Qualifications
Bachelor's degree in business, operations, information systems, or related field.
10+ years in customer support, call center operations, or CX leadership; 5+ years in management.
Deep, hands-on Zendesk experience including advanced configuration, automation, routing, and integrations.
Direct experience implementing AI-powered automation such as chatbots, agent assist, NLU, and workflow automation.
