Renuity
Director of Technology - Call Center Transformation & AI Automati...
Renuity - Charlotte, North Carolina, United States, 28245
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Overview
Director of Technology - Call Center Transformation & AI Automation
Join to apply for the
Director of Technology - Call Center Transformation & AI Automation
role at
Renuity Director of Technology - Call Center Transformation & AI Automation
1 day ago Be among the first 25 applicants Join to apply for the
Director of Technology - Call Center Transformation & AI Automation
role at
Renuity We’re seeking a
Director of Technology
that is a hands-on technical leader to re‑architect our high‑volume outbound and inbound call‑center platform into an AI‑powered, fully automated engagement engine. As Director of Technology you will own the strategy, architecture, and execution of next‑generation capabilities—GenAI–driven conversation bots, agent‑assist copilots, workflow automation, and data‑rich insights—that boost productivity, reduce cost per contact, and elevate customer experience. You’ll partner tightly with SaaS vendors, Product, and Operations to turn vision into a measurable roadmap and deliver rapid, scalable outcomes.
What You’ll Do
Technology Strategy & Roadmap
Define a 2–3‑year modernization plan aligning AI innovation with business KPIs (contact rate, AHT, conversion, NPS). Evaluate build‑vs‑buy and select best‑fit CCaaS, CPaaS, and AI platforms.
AI & Automation Delivery
Lead design and rollout of GenAI/Agentic AI solutions—conversational IVR, real‑time agent assist, predictive routing, auto‑QA, and workflow bots. Establish reusable micro‑services, event streaming, and API gateways to integrate SaaS and in‑house systems.
Integration Architecture
Own scalable integration patterns (pub/sub, REST, GraphQL, webhooks, iPaaS) connecting dialers, CRMs, marketing automation, and data lakes. Ensure high availability, observability, and secure data flow across the stack.
Hands‑On Technical Leadership
Guide staff engineers on architecture, code reviews, IaC, CI/CD, and SRE best practices. Jump in to prototype complex AI workflows or debug production incidents as needed.
Vendor & Partner Management
Negotiate contracts, SLAs, and joint roadmaps with CCaaS, LLM, and analytics vendors; hold them accountable for outcomes. Manage annual tech budget; balance cost efficiency with innovation speed.
Cross‑Functional Collaboration
Translate business objectives into epics, stories, and technical designs with Product Owners. Run quarterly planning sessions with Call‑Center Ops and Marketing to prioritize highest‑impact work.
Data & Experimentation
Define telemetry, dashboards, and A/B experimentation frameworks to validate AI features and automate continuous improvement.
Governance & Compliance
Embed security, privacy, and TCPA/FCC compliance into architecture and SDLC.
What You’ll Bring
12+ years progressive software engineering & architecture experience, including 5+ years leading call‑center or customer‑engagement technology programs. Proven success delivering GenAI / Agentic AI capabilities (LLM‑based chat, voice bots, summarization, agent copilots) at scale. Deep knowledge of CCaaS ecosystems (e.g., Amazon Connect, Twilio Flex, Genesys, Five9), dialer logic, and omni‑channel routing. Mastery of modern integration architectures—micro‑services, event buses (Kafka/Kinesis), API gateways, webhooks, and iPaaS. Hands‑on expertise with at least one major cloud provider (AWS, Azure, or GCP) and IaC (Terraform/CDK). Strong data‑analytics mindset—able to design KPIs, interpret telemetry, and guide experiments to boost business outcomes. Demonstrated vendor‑management, budgeting, and contract‑negotiation skills. Exceptional communication and stakeholder‑management abilities; comfortable translating tech strategy to executives and frontline agents alike. Experience modernizing legacy dialers/workflows into cloud‑native, AI‑enabled platforms preferred. Familiarity with marketing automation and lead‑management systems (Salesforce Marketing Cloud, Marketo, HubSpot) preferred. Certifications: AWS Solutions Architect, TOGAF, SAFe Agile, or AI/ML Specialty preferred. Bachelor’s or Master’s in Computer Science, Engineering, or related field preferred.
About Us
Renuity
is a national leader in the direct-to-consumer home improvement industry, dedicated to transforming spaces and enhancing lives. As one of the fastest-growing providers in the country, we operate under the Renuity brand and through a network of trusted regional companies—including Mad City Windows & Baths, Pacific Bath, FHIA Remodeling, Statewide Remodeling, MaxHome, Rite Window, and Closet America.
Backed by private equity and fueled by an ambitious growth strategy, Renuity has expanded rapidly through strategic acquisitions. Today, we’re focused on unifying our brands, streamlining operations, and delivering exceptional service to homeowners nationwide. We’ve already helped hundreds of thousands of customers upgrade their homes with quality products and expert installation—at competitive prices.
At Renuity, you’ll join a dynamic, fast-paced, and collaborative team where your work directly contributes to the company’s success. Our people work closely with executive leadership, embrace innovation, and drive real impact. Whether you’re in the field or at HQ, you’ll be part of shaping the future of home improvement—and building a career you can be proud of.
To learn more, visit www.renuityhome.com.
#RHB
Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact Humanresources@renuityhome.com.
If you have a question regarding your application, please contact TA@renuityhome.com
To access Renuity's Privacy Policy, please click here:
Privacy Policy Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
Job function Information Technology Industries Construction Referrals increase your chances of interviewing at Renuity by 2x Sign in to set job alerts for “Director of Technology” roles.
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Join to apply for the
Director of Technology - Call Center Transformation & AI Automation
role at
Renuity Director of Technology - Call Center Transformation & AI Automation
1 day ago Be among the first 25 applicants Join to apply for the
Director of Technology - Call Center Transformation & AI Automation
role at
Renuity We’re seeking a
Director of Technology
that is a hands-on technical leader to re‑architect our high‑volume outbound and inbound call‑center platform into an AI‑powered, fully automated engagement engine. As Director of Technology you will own the strategy, architecture, and execution of next‑generation capabilities—GenAI–driven conversation bots, agent‑assist copilots, workflow automation, and data‑rich insights—that boost productivity, reduce cost per contact, and elevate customer experience. You’ll partner tightly with SaaS vendors, Product, and Operations to turn vision into a measurable roadmap and deliver rapid, scalable outcomes.
What You’ll Do
Technology Strategy & Roadmap
Define a 2–3‑year modernization plan aligning AI innovation with business KPIs (contact rate, AHT, conversion, NPS). Evaluate build‑vs‑buy and select best‑fit CCaaS, CPaaS, and AI platforms.
AI & Automation Delivery
Lead design and rollout of GenAI/Agentic AI solutions—conversational IVR, real‑time agent assist, predictive routing, auto‑QA, and workflow bots. Establish reusable micro‑services, event streaming, and API gateways to integrate SaaS and in‑house systems.
Integration Architecture
Own scalable integration patterns (pub/sub, REST, GraphQL, webhooks, iPaaS) connecting dialers, CRMs, marketing automation, and data lakes. Ensure high availability, observability, and secure data flow across the stack.
Hands‑On Technical Leadership
Guide staff engineers on architecture, code reviews, IaC, CI/CD, and SRE best practices. Jump in to prototype complex AI workflows or debug production incidents as needed.
Vendor & Partner Management
Negotiate contracts, SLAs, and joint roadmaps with CCaaS, LLM, and analytics vendors; hold them accountable for outcomes. Manage annual tech budget; balance cost efficiency with innovation speed.
Cross‑Functional Collaboration
Translate business objectives into epics, stories, and technical designs with Product Owners. Run quarterly planning sessions with Call‑Center Ops and Marketing to prioritize highest‑impact work.
Data & Experimentation
Define telemetry, dashboards, and A/B experimentation frameworks to validate AI features and automate continuous improvement.
Governance & Compliance
Embed security, privacy, and TCPA/FCC compliance into architecture and SDLC.
What You’ll Bring
12+ years progressive software engineering & architecture experience, including 5+ years leading call‑center or customer‑engagement technology programs. Proven success delivering GenAI / Agentic AI capabilities (LLM‑based chat, voice bots, summarization, agent copilots) at scale. Deep knowledge of CCaaS ecosystems (e.g., Amazon Connect, Twilio Flex, Genesys, Five9), dialer logic, and omni‑channel routing. Mastery of modern integration architectures—micro‑services, event buses (Kafka/Kinesis), API gateways, webhooks, and iPaaS. Hands‑on expertise with at least one major cloud provider (AWS, Azure, or GCP) and IaC (Terraform/CDK). Strong data‑analytics mindset—able to design KPIs, interpret telemetry, and guide experiments to boost business outcomes. Demonstrated vendor‑management, budgeting, and contract‑negotiation skills. Exceptional communication and stakeholder‑management abilities; comfortable translating tech strategy to executives and frontline agents alike. Experience modernizing legacy dialers/workflows into cloud‑native, AI‑enabled platforms preferred. Familiarity with marketing automation and lead‑management systems (Salesforce Marketing Cloud, Marketo, HubSpot) preferred. Certifications: AWS Solutions Architect, TOGAF, SAFe Agile, or AI/ML Specialty preferred. Bachelor’s or Master’s in Computer Science, Engineering, or related field preferred.
About Us
Renuity
is a national leader in the direct-to-consumer home improvement industry, dedicated to transforming spaces and enhancing lives. As one of the fastest-growing providers in the country, we operate under the Renuity brand and through a network of trusted regional companies—including Mad City Windows & Baths, Pacific Bath, FHIA Remodeling, Statewide Remodeling, MaxHome, Rite Window, and Closet America.
Backed by private equity and fueled by an ambitious growth strategy, Renuity has expanded rapidly through strategic acquisitions. Today, we’re focused on unifying our brands, streamlining operations, and delivering exceptional service to homeowners nationwide. We’ve already helped hundreds of thousands of customers upgrade their homes with quality products and expert installation—at competitive prices.
At Renuity, you’ll join a dynamic, fast-paced, and collaborative team where your work directly contributes to the company’s success. Our people work closely with executive leadership, embrace innovation, and drive real impact. Whether you’re in the field or at HQ, you’ll be part of shaping the future of home improvement—and building a career you can be proud of.
To learn more, visit www.renuityhome.com.
#RHB
Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact Humanresources@renuityhome.com.
If you have a question regarding your application, please contact TA@renuityhome.com
To access Renuity's Privacy Policy, please click here:
Privacy Policy Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
Job function Information Technology Industries Construction Referrals increase your chances of interviewing at Renuity by 2x Sign in to set job alerts for “Director of Technology” roles.
Charlotte, NC $190,000.00-$227,000.00 2 weeks ago ASSISTANT DIRECTOR OF INFORMATION TECHNOLOGY
Sr Director of Manufacturing - Technology & Transformation
Charlotte, NC $160,000.00-$180,000.00 2 weeks ago Sr Director of Manufacturing - Technology & Transformation
Sr. Director of Technology - Software Development
Director, IT Business Relationship Management Operations and Finance
Director, Technical Product Manager - Bank
Charlotte, NC $143,320.00-$273,930.00 6 hours ago Sr Director, Global Integrated Supply Chain Strategy
Associate Director, Global Business Svcs Tech Enablement Strategy
Charlotte, NC $166,560.00-$249,840.00 1 week ago Director of Logistics Courier Network (Hybrid)
Charlotte, NC $166,560.00-$249,840.00 1 week ago Charlotte, NC $161,000.00-$359,000.00 1 day ago Director, IT Cybersecurity and Risk Management
Charlotte, NC $166,560.00-$249,840.00 1 week ago Charlotte, NC $130,000.00-$210,000.00 2 days ago Charlotte, NC $114,180.00-$216,930.00 1 day ago Director of Logistics Courier Network (Hybrid)
Head of Cloud Data & Analytics Engineering,
U.S. Bank Foundation Operations & Finance Director
Charlotte, NC $149,515.00-$175,900.00 2 days ago Mooresville, NC $126,900.00-$211,900.00 2 weeks ago Head of Cloud Data & Analytics Engineering,
Director | Managing Director, Non-Sponsored Originations Eastern US (Direct Lending)
Charlotte, NC $174,000.00-$277,000.00 1 week ago Charlotte, NC $165,000.00-$222,000.00 1 week ago Director, Software Engineering, Servicing Platforms
Charlotte, NC $180,000.00-$220,000.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr