IT Director

About Us

Take Charge America, Inc. is a nonprofit credit counseling and financial education organization dedicated to helping individuals and families achieve self-reliance and financial stability. Since 1987, we have provided confidential credit counseling, financial education, and debt management solutions to consumers nationwide. Our mission is to empower people to improve their financial future through education, guidance and personalized support.

Position Summary

The IT Director is responsible for managing all technology systems that support all business operations with a strong background in managing and integrating call center operations. This role focuses on optimizing the performance of telephony systems (FreePBX), our existing customer relationship management (CRM) platform (administration, configuration, and governance, and other enterprise applications. The ideal candidate will have experience in call center technology, strong leadership skills, and a track record of leveraging AI/automation to not only improve processes but transform them (e.g. agent assist, speech analytics, next-best-action, workflow automation). The IT Director aligns the IT strategy with the company's business objectives to maximize efficiency, agent productivity, and customer satisfaction across the organization.

Essential Duties and Responsibilities

• Strategic vision: Develop and execute a comprehensive IT roadmap strategy that supports the organization's overarching business objective and drive innovation across all business units.
• Technology strategy and implementation: Develop and implement IT strategies, policies, and procedures to support business objectives. Oversee the implementation of innovative technology and manage company-wide updates.
• System and operations management: Ensure the efficient and optimal performance of all IT systems, including networks, servers, cloud services, and applications powering both the call center and back-office operations.
• Call Center Integration and Optimization: Integrate and optimize FreePBX with CRM, WFM, QA/recording, analytics, and knowledge systems to streamline end-to-end client journeys and operational visibility.
• CRM Governance (existing platform): Own day-to-day administration, configuration, data hygiene, user enablement, and integrations of the current CRM. Establish enhancement intake/prioritization and data standards to ensure adoption and value – without custom-building a new system.
• AI & Automation Leadership: Identify high impact use cases and lead delivery of AI solutions (e.g., agent assist, knowledge retrieval, call summarization, predictive routing, QA automation, intelligent workflows) with clear baselines and post implementations KPIs.
• Data, Analytics and Reporting: Partner with operations to design dashboards and report (volume, AHT, CSAT, QA, occupancy, conversion and other organizational KPIs). Improve decision-making through better data quality, integrations, and self-service analytics.
• Security and compliance: Implement and maintain robust security measures to protect sensitive customer and organizational data. Ensure adherence to all relevant federal, state, and industry regulations and internal policies.
• Budget and resource management: Develop and manage the IT budget, track expenses, and prepare ROI-focused reports for upper management including AI initiatives.
• Vendor management: Build and maintain relationships with external vendors for technology and software (telephony/FreePBX, CRM, AI/automation, WFM, analytics, MSPs.
• Cross-functional collaboration: Work with Operations, Compliance, Finance, Programs, and HR to understand their IT needs and provide solutions that improve overall business performance and outcomes.

Knowledge, Skills, and Abilities

• Strong leadership and management skills with the ability to influence across functions.
• Excellent communication, both written and verbal, tailored to executives and frontline teams.
• Proficiency with call center software,, ITSM/ticketing systems, and SaaS administration.
• Strong analytical and problem-solving abilities; comfort with metrics, testing, and iteration.
• Experience in a fast-paced call-center environment.
• Familiarity with performance evaluation procedures in a call center.
• Understanding of project management principles (timelines, risk and dependencies)
• Ability to manage constant work interruptions and work independently and cooperatively with others.

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field; a master's degree is a plus.
• Minimum of 5 years of experience in an IT management role, and experience in a call or contact center environment is preferred.
• Documented examples of production AI/automation initiatives that improved or transformed outcomes (e.g., reduced AHT, increased conversion, higher QA scores, improved compliance or forecasting).
• Proven experience leading cross-functional technology initiatives and enabling user/client-facing digital tools through configuration, integrations, and adoption – not greenfield product development).

Technical Skills

· Deep understanding of omnichannel contact center platforms, FreePBX administration (Asterisk), SIP trunking, dial plans/call routing, QoS, and integration patterns with CRM and analytics.

· Strong knowledge of networking, cloud platforms (e.g., AWS, Azure), identity and IT security.

· Expertise in contact center technologies like ACD, IVR/CTI, call recording/QA, and workforce management (WFM).

· Lead cybersecurity initiatives and ensure compliance with federal, state, and industry regulations and internal policies.

· Manage IT budgets, vendor relationships, and cross-functional technology projects with measurable outcomes.

· Collaborate with internal departments to deliver scalable, user-friendly solutions.

· Oversee implementation and optimization of contact center technologies including ACD, IVR, WFM, QA and analytics.

Leadership and Soft Skills

• Excellent leadership, communication, and people skills to guide teams and communicate with stakeholders.
• Strong analytical and problem-solving abilities, with a focus on driving continuous improvement.
• Excellent project management skills and experience managing budgets.

Physical Demands

• Sitting: Remain in a seated position for extended periods while performing duties like computer work.
• Mobility: Occasionally stand and walk to move around the office or call center floor.
• Manual Dexterity: Use hands for keyboarding, operating office equipment (like printers, fax machines, and phones), and other fine motor tasks.
• Vision: Require close, distance, color, and peripheral vision, with the ability to adjust focus to see computer screens, documents, and other office equipment clearly.
• Lifting: May occasionally need to lift or carry objects weighing up to 50 pounds, though this is not a primary function.
• Other: May need to use hands and arms to reach, and turn, raise, and lower the head

Team & Reporting

· Reports to: Chief Executive Officer

· Leads: All IT initiatives across all business units

· Team Size: 1 (Multiple Vendors)

Why Join Us?

· Make a meaningful impact in the lives of underserved communities.

· Work with a mission-driven team committed to innovation and service.

· Enjoy a collaborative culture with opportunities for growth and leadership.

Ready to lead technology with purpose?

Apply today and help us build a smarter, more compassionate future.

Job Type: Full-time

Pay: $125, $150,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• IT Management: 5 years (Required)
• leading cross functional technology initiatives: 5 years (Required)

Work Location: In person

Salary : $150,000