Contact Center Integration Principal
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Job Description
Contact Center Integration Principal responsible for driving integration initiatives at CenterWell's contact centers. Leading strategy and execution to enhance operational efficiency and customer experience.
Responsibilities:
- Develop and maintain a multi-year contact center integration roadmap, including technology modernization and operating model evolution
- Identify, size, and prioritize high-value integration opportunities across CenterWell contact centers
- Serve as a thought partner to senior business unit leaders and enterprise executives, pushing strategic thinking and supporting future-state design
- Prepare strategic recommendations and decision-support materials for leadership forums and steering committees, ensuring alignment at the highest levels
- Lead end-to-end execution of integration initiatives, including planning, milestone tracking, and risk management
- Design and facilitate governance frameworks and decision-making processes to support future-state integration
- Own transformation deliverables such as roadmaps, dashboards, and executive-level presentations, ensuring clarity for senior stakeholders
- Provide regular progress updates and risk assessments to senior leadership and executive sponsors, while translating implications for frontline operating teams
- Facilitate collaboration across business units and enterprise teams, connecting dots between initiatives and resolving interdependencies
- Embed within BU operations to gain deep understanding of workflows and support transformation efforts
- Serve as the primary liaison with the Enterprise Contact Center CoE, ensuring two-way communication and alignment between executives and operational teams
Requirements:
- Bachelor’s degree in Business, Operations, or related field
- 8+ years of experience in strategic operations, program management, or contact center leadership roles
- Exceptional communication and influence skills, with experience engaging both senior executives and front-line operators
- Demonstrated ability to lead cross-functional initiatives in a highly matrixed environment
- Deep expertise in contact center workflows, technology platforms, and customer experience drivers
- Strong business acumen and analytical skills, with experience developing business cases and interpreting operational data
- Demonstrated success in managing large-scale transformation programs and delivering measurable results
- Comfortable navigating ambiguity and balancing competing priorities in a dynamic environment
Benefits:
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance and many other opportunities
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