We are seeking an experienced Contact Center Technologist to lead the design, implementation, and optimization of our omnichannel contact center environment within a healthcare setting. This strategic role requires a deep understanding of multi-channel communications including voice, chatbots, SMS, and conversational AI and a passion for integrating cutting-edge technologies to enhance patient engagement and operational efficiency.
Key Responsibilities- Design and Implement: Lead the architecture and deployment of end-to-end contact center solutions, ensuring seamless omnichannel integrations across voice, messaging, and chatbot platforms.
- Conversational AI Integration: Incorporate the latest conversational AI and natural language understanding technologies into call flows to deliver improved, automated, and personalized customer interactions.
- Platform Management: Hands-on management and optimization of contact center platforms such as Amazon Connect, Avaya, Cisco, Genesys, Talkdesk, or other leading solutions.
- Project Leadership: Collaborate with stakeholders (clinical, administrative, IT) to gather requirements, develop technical specifications, and deliver scalable solutions aligned with healthcare compliance standards (e.g., HIPAA).
- Technology Evaluation: Stay current on emerging contact center trends, tools, and best practices; evaluate new technologies for implementation.
- Troubleshooting & Maintenance: Provide technical guidance and support for system issues, integration challenges, and platform upgrades.
- Documentation & Training: Develop detailed technical documentation and lead training sessions for staff and agents on new or updated contact center solutions.
- Compliance & Security: Ensure all solutions meet healthcare regulatory requirements, including data privacy and security protocols.
Qualifications & Skills- Experience: Minimum of 10 years hands-on experience in contact center design, implementation, and management, preferably within healthcare organizations.
- Omnichannel Expertise: Proven experience with voice, chatbot, SMS, and emerging communication channels.
- Platform Proficiency: Strong working knowledge of at least two of the following platforms: Avaya, Cisco Contact Center solutions, Genesys, Talkdesk, Amazon Connect, or equivalent.
- Conversational AI: Deep understanding of integrating AI-driven chatbots and voice assistants, including tools like Amazon Lex or proprietary AI engines.
- Technical Skills: IVR development and scripting, API integrations and cloud-based contact center deployment, Scripting languages (e.g., JavaScript, Python) for customization, Data security and HIPAA compliance.
- Project Management: Ability to lead cross-functional projects and manage multiple priorities.
- Communication: Strong stakeholder engagement, presentation, and technical documentation skills.
- Certifications (Preferred): CCXP, CCNA, AWS Solutions Architect, or platform-specific certifications.
- Bachelor's degree in Computer Science, Engineering, Information Technology, Healthcare Informatics, or a related field (Master's preferred).
Additional Information: Travel is based on client needs and typically between 25-50% per engagement; however, it can be up to 75%.
For salaried positions, this role may also be eligible for an annual performance bonus. Additional benefits and perks may also be available, depending on the position and employment terms. This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.
