Director of Engineering – Call Center

Director of Engineering – Call Center

Boston, MA – Hybrid

Overview

We are excited to be expanding our Traveler Relations Center digital teams to support our growing call center. We are looking for a Director of Engineering who wants to play an integral role in driving technical change for our most important customer touch point, our call center. This role will be key in ensuring we maintain the high level of excellence for which we’re known in the travel space.

The Director of Engineering will be responsible for the strategy and execution of the research, creation, purchasing, and adoption of technologies to support our Call Center. A key piece of this will be exploring how we can leverage AI to help our call-center agents and provide the correct information to our passengers at the right moment. The ideal candidate will have experience leading multiple digital initiatives in a dynamic and fast-paced environment, a proven track record of delivering exceptional results through best practices in a high-performing team, and experience introducing new technologies, such as AI, into a call center’s workflow.

We offer a unique opportunity to be part of an already strong global brand and a chance to make your mark on it, leading the development of systems for both our internal and external customers.

With trips in nearly 100 countries, you’ll never run out of new places, people, and cultures to feed your wanderlust. From the Maasai warriors of Kenya to the tranquil temples of Japan, your work will consist of a staggeringly broad range of content, so it’s fair to say “bored” is not in our lexicon.

Grand Circle Corporation is the leader in international travel, adventure and discovery for Americans aged 50+. Headquartered in Boston, MA, we’re 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 travel brands: Grand Circle Travel, Overseas Adventure Travel and Grand Circle Cruise Lines. Want to go places? Grand Circle Corporation is the place for you.

What you’ll do:

As a Director of Engineering, you will:

• Grow your organization from inception to multiple delivery teams.
• Directly manage and grow the leaders of multiple teams, and coach them to manage and develop their own direct reports.
• Demonstrate technical leadership for the end-to-end delivery of Call Center solutions from technical design through development, vendor/partner analysis, automated testing, deployment, and ongoing maintenance/operations.
• Create, review, and suggest improvements to requirements, solution designs and code reviews.
• Oversee system uptime, performance, and compliance with industry standards (PCI, GDPR, etc)
• Establish and drive a roadmap to increase the adoption of AI into the call-center workflow process through AI-driven search, chatbots, summarization, workflow automation, categorization, and others.
• Help mentor, coach, and develop your team leaders responsible for implementing our Call Center components and their supporting services using technologies such as telephony, VoIP, CTI, IVR, and CRM integrations, C#, Docker, and others.
• Demonstrated ability to align technology strategy with measurable business outcomes.
• Continuously rethink and push the status quo, even when it challenges your/our established ideas.
• Balance calculated risks, tradeoffs, and consequences in prioritizing and optimizing for sustainable time to value and high-quality engineering.
• Provide ongoing support to internal customers and technical teams.
• Partner with our process leaders to maintain and continuously improve agile delivery and engineering practices.

Requirements:

• 10+ years of experience in development, of which two years have been as manager of managers.
• Experience in growing and defining an organization.
• Experience in leading teams in designing and implementing solutions for a call center.
• Ability to lead teams to architect scalable, performant, secure, and reusable solutions.
• Experience in leading, coaching, and mentoring managers and developers; providing constructive feedback to help them improve.
• Experience working with AI SaaS providers and implementing AI-driven process improvements such as automation, chatbots, search, etc.
• Comfortable finding, evaluating, and negotiating with 3rd party vendors and partners.
• Capability to communicate and collaborate across the wider organization, influencing decisions with and without direct authority and always with inclusive, adaptable and persuasive communication.
• Being a passionate and engaged collaborator and communicator with the ability to influence partners and peers at different levels.
• Bachelor’s degree in computer science, related discipline, or equivalent experience
• Agile/Scrum experience
• Azure or other cloud platforms.
• Should display a high degree of adaptability to become familiar with new technologies as needed and successfully manage the daily challenges of a technical environment.
• Familiarity with call center compliance/security standards.
• Proven success working in a fast-paced environment and within various-sized organizations.

We bring together human insight and digital expertise to anticipate the needs of our customers. Our team members are innovative, technologically sophisticated, and motivated to achieve.

Benefits

• 50% Discount on GCC trips
• Robust healthcare benefits, including medical, dental, vision, and flex spending accounts
• Generous Paid time off (PTO)
• Paid holidays throughout the year
• Company-paid life insurance
• Paid short- and long-term disability insurance
• 401K Retirement Savings account
• Discounted auto and renters insurance
• Volunteer and philanthropy opportunities to give back in Boston and where we travel
• Casual dress code every day

Why Join Us

• Join a mission-driven company that values data-informed decision-making at every level.
• Make a visible impact on traveler experience and contact center excellence.
• Be a part of a culture that embraces transparency, accountability, and bold thinking.

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