What are the responsibilities and job description for the IT Director, Customer Engagement Platforms position at EverBank N.A.?
IT Director, Customer Engagement Platforms
The Customer Engagement Platforms Director is a hands-on technology leader responsible for driving strategy, architecture, and execution across Salesforce, Genesys, Contact Center, and Marketing Technology platforms. This role combines deep technical expertise with an execution mindset, leveraging AI and automation to accelerate delivery, improve customer experience, and achieve measurable business outcomes. The ideal candidate will balance strategic vision with tactical delivery, ensuring speed, scalability, and compliance while managing vendor relationships effectively.
Key Responsibilities and Duties
- Develop and execute a multi-year roadmap for customer engagement platforms aligned with business objectives.
- Lead architecture decisions ensuring scalable, secure, and integrated solutions across Salesforce, Genesys, and related technologies.
- Embed AI and automation to enhance personalization, efficiency, and analytics-driven insights.
- Act as a hands-on leader, balancing strategic vision with rapid execution and measurable results.
- Manage vendor relationships, negotiate contracts, and ensure optimal performance and cost efficiency.
- Establish governance frameworks for compliance, security, and data integrity.
- Collaborate with Marketing, Sales, Contact Center, and IT teams to deliver seamless omnichannel experiences.
- Define KPIs and success metrics for platform adoption, customer experience, and operational performance.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 8 Years Required; 10 Years Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
10PL
Qualifications:
Posting end date - 1/30/26