Vice President, Contact Center Platforms
Core
Leading the integration, modernization, and efficient operation of enterprise telephony and contact center platforms to deliver seamless omnichannel experiences for members, providers, and associates.
Role type
Vice President, Contact Center Platforms
Builds
Enterprise telephony and contact center solutions (AWS/Amazon Connect, IVR, predictive dialing, conversational AI, virtual assistants)
Domain
Healthcare / Managed Care / Customer Experience Technology
Deliverable
production ML models | product features | infrastructure
Required skills
Enterprise contact center strategy, cloud-based contact center architecture (AWS/Amazon Connect), AI-driven customer engagement (conversational AI, generative AI, virtual assistants), large-scale transformation leadership, omnichannel experience design, vendor relationship management, regulatory compliance (privacy, security, audit)
Preferred skills
Healthcare/managed care/payer industry experience, care management/pharmacy/Medicare/Medicaid operations knowledge, analytics and speech intelligence application
Technologies
AWS, Amazon Connect, IVR, predictive dialing, conversational AI, generative AI, virtual assistants
Responsibilities
Define technology strategy and platform direction for shared services contact center processes; assess system needs and influence design of integrated telephony solutions; drive modernization and consolidation of inbound/outbound/IVR platforms; advance conversational AI and intelligent routing; lead vendor relationships; resolve integration issues and provide technical support; ensure compliance with regulatory and security standards; document processes and build training; monitor system performance and optimize reliability; partner with leaders to deliver seamless omnichannel experiences
Seniority
Executive (VP), Strategy & Mentorship
