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Director of Engineering - Call Center

Director of Engineering - Call Center

Overseas Adventure TravelBoston, MA, United States
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Director of Engineering – Call Center

Boston, MA - Hybrid

Overview

We are expanding our Traveler Relations Center digital teams to support our growing call center. We seek a Director of Engineering who will play an integral role in driving technical change at our key customer touchpoint, the call center. This role is crucial in maintaining our high standards of excellence in the travel industry.

The Director of Engineering will be responsible for the strategy and execution of research, creation, purchasing, and adoption of technologies supporting our Call Center. A significant focus will be exploring how AI can assist call-center agents and deliver accurate information to passengers at the right moments. The ideal candidate has experience leading multiple digital initiatives in dynamic, fast-paced environments, a proven track record of delivering results through best practices, and experience integrating new technologies like AI into call center workflows.

Joining us offers a unique opportunity to be part of a strong global brand and influence its development, creating systems for both internal and external customers.

With trips in nearly 100 countries, your work will encompass a broad range of content and cultures, ensuring no room for boredom.

Grand Circle Corporation is a leader in international travel, adventure, and discovery for Americans aged 50+. Headquartered in Boston, MA, we are a $600M global enterprise with 30 regional offices and over 2,000 associates. Since our founding, over two million Americans have traveled with our award-winning brands : Grand Circle Travel, Overseas Adventure Travel, and Grand Circle Cruise Lines. If you’re eager to explore, Grand Circle is the place for you.

What you’ll do :

As a Director of Engineering, you will :

  • Build and expand your organization from inception to multiple delivery teams.
  • Manage and develop team leaders, coaching them to manage their own teams.
  • Provide technical leadership for the end-to-end delivery of Call Center solutions, including design, development, vendor analysis, testing, deployment, and maintenance.
  • Review and improve requirements, solution designs, and code quality.
  • Mentor and develop team leaders working on telephony, VoIP, CTI, IVR, CRM integrations, C#, Docker, and related technologies.
  • Align technology strategy with measurable business outcomes.
  • Continuously challenge the status quo and innovate.
  • Balance risks and tradeoffs to optimize time-to-value and quality.
  • Support internal customers and technical teams ongoing.
  • Partner with process leaders to improve agile practices.

Requirements :

  • 10+ years in development, with at least two years managing managers.
  • Experience in organizational growth and definition.
  • Proven leadership in designing and implementing call center solutions.
  • Ability to architect scalable, performant, secure, and reusable solutions.
  • Experience coaching and mentoring managers and developers.
  • Experience working with AI SaaS providers and implementing AI-driven automation, chatbots, search, etc.
  • Skilled in evaluating and negotiating with third-party vendors.
  • Strong communication and collaboration skills across organizational levels.
  • Bachelor’s degree in computer science or related field, or equivalent experience.
  • Experience with Azure or other cloud platforms.
  • High adaptability to new technologies and challenges.
  • Knowledge of call center compliance / security standards.
  • Success in fast-paced, varied organizational environments.

    • We combine human insight and digital expertise to anticipate customer needs. Our team is innovative, tech-savvy, and motivated.

  • 50% Discount on GCC trips
  • Comprehensive healthcare benefits
  • Generous PTO and holidays
  • Company-paid life and disability insurance
  • 401K retirement plan
  • Insurance discounts
  • Volunteer opportunities
  • Casual dress code

    • Why Join Us

  • Join a mission-driven company that values data-informed decisions.
  • Impact traveler experience and contact center excellence.
  • Be part of a culture emphasizing transparency, accountability, and bold ideas.

    • #J-18808-Ljbffr

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    Director Of Engineering • Boston, MA, United States