CX Contact Routing Lead at Gusto

This leadership role is designed for a seasoned program manager with 7+ years of experience in contact center operations. You are the ideal candidate if you have a deep technical understanding of how customers move through support channels and a track record of optimizing contact routing to improve both agent efficiency and customer satisfaction. The position offers a competitive salary range depending on your location, with the highest bands in SF and NYC. While Gusto supports a hybrid model, you’ll need to be near one of their major hubs (Denver, SF, NYC, Chicago, etc.) to collaborate in-person 2–3 days per week. It’s a high-impact strategy role where you’ll bridge the gap between technical infrastructure and operational excellence. **You might be a good fit if you...** * Have extensive experience with Salesforce, NICE CXone, or similar IVR/IVA platforms. * Thrive in agile/scrum environments and know how to manage complex project lifecycles. * Are highly data-driven and capable of pulling your own analytics to diagnose routing bottlenecks. * Can influence cross-functional stakeholders across WFM, engineering, and executive leadership.