Brown & Brown
Associate Director, Voice Services
Plano, TX, USA · Director
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About the role
- Brown & Brown is seeing an Associate Director of Voice Services to join our growing team in Plano, TX!
- This role will play a critical part in modernizing customer engagement through the adoption of agentic AI and intelligent automation, driving both operational efficiency and enhanced customer experience.
- Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.
Requirements
- 3+ years in a leadership or management role.
- Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role.
- Strong understanding of PCI-DSS and SOC 2 compliance requirements in a Contact Center environment.
- Experience with CCaaS and UCaaS architectures. (preferred)
Skills
- 7+ years of experience in voice services, Contact Center technologies, or unified communications.
- Define and execute the roadmap for voice and Contact Center technologies aligned with business objectives.
- Evangelize capabilities and features that can be leveraged across business units
- Evaluate emerging technologies and vendors to continuously evolve the voice ecosystem.
- Five9
- Genesys (Cloud or Engage)
- RingCentral
- Microsoft Teams Voice
- Ensure high availability, performance, and scalability of all voice systems.
- Manage vendor relationships, contracts, and service-level agreements (SLAs).
- Measure and report on business impact (e.g., cost reduction, CSAT improvements, containment rates).
- Ensure voice and
Benefits
- Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness:
- Free Mental Health & Enhanced Advocacy Services
- Paid Time Off, Holidays, Preferred Partner Discounts and more.
- Not reflective of all benefits.
- Enrollment waiting periods or eligibility criteria may apply to certain benefits.
Company info
- Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
This listing is sourced directly from Brown & Brown's careers page and normalized into a canonical job model.