[Hiring] Senior Director, Digital Unified Communications @Direct Travel

Role Description

The Sr. Director, Digital Unified Communications is a senior strategic leader within the IT Enterprise Services (ITES) organization, responsible for the vision, strategy, and execution of Direct Travel's cloud-based unified communications and digital engagement platform across its global footprint, supporting around-the-clock traveler and client servicing as a Travel Management Company.

• Lead the consolidation and modernization of Direct Travel's multi-vendor omnichannel ecosystem — voice, chat, messaging, email, and digital self-service.
• Oversee the integration of Direct Travel and ATPI communications platforms, teams, and ways of working into a single global operating model.
• Drive the adoption of agentic AI to resolve traveler and customer requests and assist human agents.
• Define enterprise-wide communication strategy and ensure budget, vendor, and compliance discipline across the unified communications portfolio.
• Bring deep technical credibility as a cloud platform leader combined with executive presence.

Qualifications

• Bachelor's degree plus 10+ years of progressive IT, cloud platform, or digital communications leadership experience.
• 5+ years in a senior management or director-level role.
• Proven track record leading large-scale, multi-region consolidation and modernization of multi-vendor contact center and unified communications environments.
• Demonstrated experience deploying AI in production customer or employee engagement environments.
• Deep expertise in cloud and platform-based architectures.
• Extensive experience delivering omnichannel engagement across various platforms.
• Experience operating communications services across complex international markets.
• Demonstrated experience managing vendor relationships and technology budgets.
• Executive presence with the ability to influence C-suite stakeholders.
• Proven people leadership skills.

Requirements

• Experience deploying agentic AI in production at scale.
• Experience leading both UCaaS/CCaaS platforms and programmable CPaaS platforms.
• Hands-on familiarity with agentic AI platforms and frameworks.
• Experience integrating communications platforms with Salesforce Service Cloud or similar CRM platforms.
• Certification in RingCentral, Engage, Cognigy, or related communication/contact center platforms.
• Experience with Microsoft 365 products.
• Familiarity with ITIL best practices and enterprise service management.
• Experience in the travel management, travel, or hospitality industry.
• Relevant leadership or technical certifications.

Benefits

• Medical, Dental, and Vision benefits.
• Total Rewards Package including Retirement Plans, Wellness, Rewards and Recognition, Sustainability, DE&I initiatives, and Mental Health Support.

Company Description

Direct Travel is one of the world’s largest travel management companies. With a long history of proven market expertise, we blend advanced technology, superior service, and expert insight to drive tangible value and meaningful savings across Corporate Travel, Leisure Travel, Meetings & Events and specialty travel businesses.

Through Avenir, our intelligent travel management platform, we reduce obstacles and give clients more direct access to content, trusted data, intelligence and global expertise.

What truly sets us apart is the human care behind the technology, delivered by an experienced, passionate team dedicated to anticipating needs and delivering exceptional service at every step.

For more information about Direct Travel, visit www.dt.com

Direct Travel is an equal opportunity employer.