Manager, Contact Center Technology Integration
Core
Lead the integration of new contact center technologies and the onboarding of enterprise products, processes, and services into the Service Excellence Contact Center (SECC) to ensure operational readiness and seamless support.
Role type
Manager, Contact Center Technology Integration and Onboarding
Builds
Contact center workflows, support models, and operational frameworks for enterprise product launches
Domain
Healthcare operations / Contact Center Technology
Required skills
Contact center operations leadership, technology integration, cross-functional project management, workforce capacity planning, frontline readiness enablement, post-launch performance analysis
Preferred skills
CCaaS platform implementation, change management, process improvement methodologies, data analytics
Technologies
CCaaS platforms, case management platforms, knowledge management tools, workflow automation, AI-enabled support, CRM solutions, telephony, chat, WFM, quality management systems, NICE CXone, ServiceNow, Microsoft Teams, Tableau
Responsibilities
Lead technology integration into SECC workflows, govern end-to-end onboarding frameworks for new products, partner on cross-functional project leadership, collaborate on capacity and workforce planning, coordinate frontline readiness and knowledge enablement, monitor post-launch performance metrics, lead and develop the technology integration team
