Position Overview
The Director, Contact Center Technology will lead the strategy, roadmap, delivery, and ongoing evolution of the enterprise contact center and telephony technology ecosystem. This leader will own the full Contact Center as a Service platform landscape, including NICE CXone / CX1 or future-state alternatives, voice infrastructure, routing, IVR, workforce technology integrations, reporting enablement, automation capabilities, and related customer and employee experience technologies. This role is accountable for ensuring the contact center technology platform is reliable, scalable, secure, cost-effective, and aligned to business needs. The Director will partner closely with operations, customer experience, product, compliance, enterprise architecture, infrastructure, security, data, and vendor partners to deliver a modern, resilient, and business-enabling contact center technology capability. The ideal candidate is a hands-on strategic leader with deep CCaaS experience, strong telephony knowledge, excellent business partnership skills, and a proven ability to build and lead high-performing technology teams. This person should be comfortable operating at both the executive roadmap level and the detailed platform-design level.

What You'll Do:

Lead Contact Center Technology Strategy

• Define and execute the multi-year roadmap for Zelis' enterprise contact center technology ecosystem.
• Own the vision and strategy for CCaaS platforms, including NICE CXone and future-state technologies.
• Drive modernization initiatives across voice, digital channels, IVR, routing, self-service, AI, automation, analytics, and workforce enablement.
• Evaluate emerging technologies and industry trends to continuously improve customer experience, operational efficiency, and platform scalability.

Own Platform Delivery and Operational Excellence

• Lead the implementation, enhancement, and lifecycle management of enterprise contact center technologies.
• Ensure platform reliability, performance, security, resiliency, and compliance.
• Oversee routing strategies, telephony configuration, IVR design, queue management, integrations, and release management.
• Establish governance, operational standards, monitoring, documentation, and support processes that enable long-term success.

Drive Telephony and Voice Technology

• Provide strategic leadership for enterprise telephony, SIP, carrier relationships, call routing, recording, and voice quality.
• Partner with Infrastructure and Security teams to ensure highly available, resilient voice services.
• Lead incident management and continuous improvement efforts to optimize platform stability and customer experience.

Build Strong Business Partnerships

• Collaborate with Customer Service, Provider and Member Services, Operations, Product, Compliance, and Executive Leadership to align technology investments with business priorities.
• Translate operational challenges into scalable technology solutions that improve service delivery and efficiency.
• Communicate roadmap priorities, investment strategies, risks, and outcomes to executive stakeholders.

Develop High-Performing Teams

• Lead, mentor, and develop a team of engineers, administrators, analysts, and technology leaders.
• Foster a culture of accountability, innovation, continuous improvement, and customer focus.
• Build internal expertise while effectively leveraging strategic vendor partnerships.

Manage Strategic Vendor Relationships

• Oversee relationships with CCaaS providers, telecommunications carriers, implementation partners, and managed service providers.
• Lead platform evaluations, contract negotiations, licensing optimization, and vendor performance management.
• Ensure vendors deliver measurable business value while supporting Zelis' long-term technology strategy.

What You'll Bring:

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field, or equivalent experience.
• 10+ years of experience leading enterprise technology, contact center technology, telephony, or customer experience platforms.
• 5+ years of people leadership experience managing technical teams.
• Deep experience with enterprise CCaaS platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco, or similar solutions.
• Strong understanding of contact center telephony, including SIP, IVR, voice routing, carrier management, call recording, and queue design.
• Experience developing technology roadmaps, leading platform transformations, and managing strategic vendor relationships.
• Demonstrated success partnering with business leaders to deliver technology solutions that improve customer and operational outcomes.
• Excellent communication and executive presentation skills.

Preferred Qualifications

• Experience administering or architecting NICE CXone.
• Experience leading enterprise CCaaS migrations or large-scale platform transformations.
• Experience with AI-enabled contact center capabilities, including virtual agents, Agent Assist, speech analytics, sentiment analysis, and conversational AI.
• Experience integrating contact center platforms with Salesforce Service Cloud, CRM platforms, workforce management solutions, identity platforms, and enterprise data platforms.
• Experience working within healthcare, healthcare technology, financial services, payments, or other highly regulated industries.
• Familiarity with Agile delivery, ITIL, DevOps, enterprise architecture, and product operating models.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule.

Base Salary Range
$153,000.00 - $193,800.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.