Director, Contact Center

About the Role

We’re looking for an experienced, data-driven leader to design and advance our enterprise call center strategy.. Our call center platform currently supports multiple care teams operating with distinct workflows and needs This role will bring the alignment, structure, and expertise required to unify and elevate those operations. This Director will own the integrity, reliability, and continuous improvement of our voice + digital contact channels. Reporting to the Sr. Director of Central Operations, this hands-on leader will diagnose and resolve agent availability and handoff gaps, simplify omnichannel routing and queue logic, define the operational metrics that matter, and create outage/incident procedures - all while partnering closely with Product/Engineering and front-line managers.

Core responsibilities

• Own the end-to-end design, validation, and continuous improvement of call and omnichannel routing (voice, chat, SMS, email) and queue architecture in a Salesforce + Amazon Connect environment and legacy platforms (e.g., CometChat, RingCentral), with a focus on long-term integration and platform unification.
• Diagnose and remediate agent availability and handoff problems (role boundaries, transfer logic, wrap-up states, overflow behavior) to reduce unnecessary transfers and improve first contact resolution.
• Design and implement skill-/language-based routing and load-balancing strategies to ensure equitable distribution of work across teams and bilingual agents; build sensible fallbacks for non-bilingual scenarios (interpreter/Language Line or escalation flows).
• Simplify and standardize IVR/IVR-like flows, queue definitions, and business rules to reduce complexity and operational debt while preserving necessary segmentation by program/market.
• Partner tightly with Product/Engineering, IT, and the Salesforce/Amazon Connect owners to scope, prioritize, test, and roll out routing/tool changes; translate operational requirements into engineering tickets and acceptance criteria.
• Lead and support the evaluation, implementation, and utilization of AI-driven tools to enhance agent efficiency, improve customer experience, and optimize call center performance.
• Partner with Data & Analytics to define, build, and own near-real-time and historical dashboards and reports (service level, ASA, abandonment, transfer rates, occupancy, FCR, channel deflection, interpreter usage, platform uptime/MTTR) and distribute insights to operational leaders.
• Create and maintain incident/runbook playbooks for partial/full telephony or platform outages (fallback routing, manual queueing, communications templates, stakeholder escalation matrix). Lead incident coordination during outages and run RCAs afterward.
• Establish operational thresholds and escalation triggers (e.g., service level, ASA, queue depth, interpreter wait times) and codify the actions managers should take when thresholds are breached.
• Provide staffing and forecasting inputs to Workforce Management (forecast assumptions, shrinkage, required bilingual coverage, recommended overflow pools) and ensure WFM rules align with routing logic.
• Coach and enable front-line managers: how to interpret routing/queue dashboards, enforce schedule adherence, manage handoffs, and prioritize queue clean-up or queue-specific playbooks.
• Ensure all contact center design and incident responses comply with HIPAA and any relevant security/privacy policies; partner with Compliance/Security for regular reviews.
• Drive process improvement initiatives (root cause elimination for chronic queue issues, transfer reduction, IVR deflection, automation opportunities) and lead cross-functional projects to deliver them.
• Maintain thorough documentation: routing maps, queue definitions, role handoff guides, test plans, and release notes for any configuration changes.
• Act as the operational escalation point for complex or recurring call center issues and recommend technology, process or people needs to the Sr. Director as the program scales.

Qualifications

Required:

• Bachelor’s degree in business, operations, healthcare administration, or related field (or equivalent experience)
• 10+ years of experience in contact center operations, with deep ownership of routing design, queue logic, and workflows
• Extensive hands-on experience architecting and optimizing routing in platforms like Salesforce Service Cloud, Amazon Connect, Genesys, Five9, RingCentral, Zendesk, or similar
• Strong analytical and data fluency, including experience building or partnering on dashboards for service level agreements, abandonment, transfer rates, occupancy, interpreter usage, and channel performance
• Proven ability to diagnose and resolve operational routing issues, including agent availability, skill-based routing, wrap-up logic, overflow behavior, and handoff failures
• Experience writing or collaborating on technical requirements, user stories, and acceptance criteria for Product/Engineering teams
• Demonstrated success in influencing cross-functional stakeholders (Engineering, Product, IT, Compliance, Operations) 
• Experience developing and maintaining incident response playbooks, and coordinating outage communication in partnership with technical teams
• Deep familiarity with HIPAA/privacy expectations for patient-facing contact centers
• Ability to coach and enable frontline leaders indirectly, including guiding managers on how to interpret routing data, understand queue dynamics, and drive accountability
• Exceptional communication skills, with an ability to simplify complex routing logic for both technical and non-technical audiences

Preferred:

• Experience specifically with Salesforce + Amazon Connect, including building call flows, optimizing CTR data, and using Contact Lens or related AI tools
• Healthcare or health tech experience, ideally supporting patient-facing contact centers with HIPAA-governed operations
• Experience in high-growth, scaling, or startup environments, where processes, tech stacks, and workflows were evolving rapidly
• Hands-on experience implementing or optimizing AI-driven tools (real-time agent assist, automated summaries, QA automation, deflection/triage bots, etc.)
• Experience designing workflows for bilingual or multilingual contact centers, including interpreter routing and fallback logic
• Workforce Management (WFM) collaboration experience, especially forecasting inputs, shrinkage factors, and bilingual coverage planning
• Experience evaluating or migrating between telephony platforms and reducing operational debt
• Certifications such as:
• Salesforce Administrator or Service Cloud Consultant
• Amazon Connect certification(s)
• COPC, Lean, or Six Sigma

What's In It For You

• Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact.
• Work Environment: We operate as a remote-first company with options for a hybrid work model in Nashville.
• Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge.
• Family First: We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. We love talking about our family and pets! 
• Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution.
• Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching.
• Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day. 

TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.