Position Purpose: Responsible for leading the integration, modernization, and efficient operation of Centene's enterprise telephony and contact center platforms. Involves close collaboration with business process owners, external technology vendors, and Business Technology Systems professionals to align telephony and contact center solutions with organizational objectives, while delivering a more seamless, efficient, and scalable experience for members, providers, and associates.
- Collaborates with business process owners, product owners, and Business Technology Systems professionals to define the technology strategy and platform direction for shared services contact center processes, ensuring alignment with the organizational objectives of the supported lines of business.
- Partners with stakeholders to assess system needs across member, provider, and associate-facing operations; support requirements development; influence the design of integrated telephony and contact center solutions; and develop integration strategies, including oversight of implementation and deployment across the platform.
- Drives modernization and consolidation of inbound, outbound, IVR, predictive dialing, and third-party telephony platforms - including AWS and Amazon Connect - to improve scalability, performance, customer experience, and cost effectiveness.
- Advances conversational AI, virtual assistants, intelligent routing, and speech technologies to enhance customer interactions, improve agent effectiveness, and optimize member, provider, and associate journeys.
- Leads the relationship with our contact center platform vendors and works with our business partners to ensure we have the most effective and efficient tools, pricing and deployment.
- Identifies and resolves issues related to telephony and contact center systems integration, and provides technical support to end-users while being a bridge to our technology development team.
- Ensures telephony and contact center platforms comply with regulatory, privacy, security, and audit requirements, including standards for call recording and data retention.
- Partners with the Centene technology team to documents integration processes, workflows, and system configurations, and works with our learning and development team to build training to relevant personnel as we evolve our user technology platforms.
- Continuously monitors the performance of integrated telephony and contact center systems, identifies areas for improvement, and optimizes system performance and reliability.
- Partner with business, operations, and customer experience leaders to deliver seamless omnichannel experiences that improve access, satisfaction, service efficiency, and process simplification for members, providers, brokers, and associates.
- Ensures Centene's telephony and contact center systems operate cohesively and effectively to support a seamless omnichannel experience for members, providers, brokers, and associates.
- Performs other duties as assigned.
- Complies with all policies and standards.
Education/Experience: Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, or a related field required.
Master's degree in a related field preferred
10+ years of executive leadership experience defining and executing enterprise-wide contact center, telephony, and customer experience platform strategy, leading large-scale, multi-year transformation initiatives within highly complex organizations and influencing senior business and enterprise stakeholders required.
7+ expertise in cloud-based contact center ecosystems (e.g., AWS/Amazon Connect), with accountability for end-to-end platform architecture, integration, modernization, and operational performance, including advanced capabilities across omnichannel engagement, IVR, intelligent routing, workforce optimization, and enterprise-scale analytics required.
Recognized leader in next-generation customer engagement innovation, with extensive experience advancing AI-driven capabilities (e.g., conversational AI, generative AI, intelligent automation, and virtual assistants) to drive enterprise transformation, elevate customer experience, and enable data-driven decision-making required.
Experience within healthcare, managed care, payer, provider, or regulated industries preferred.
Experience supporting contact center technologies across member services, provider services, care management, pharmacy, Medicare, Medicaid, Marketplace, and other healthcare operations preferred.
Experience in transformation initiatives, leveraging analytics, speech intelligence, and AI-driven insights to enhance customer experience and operational performance preferred.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Pay Range: $227,700.00 - $431,400.00 per year
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.
