Director, Omni-Channel Solutions
Employment Information
Job Description
Director managing omni-channel strategies to enhance customer experiences in healthcare technology. Leading cross-functional collaboration and innovative solutions across digital and contact platforms.
Responsibilities:
- Define and execute the omni-channel strategy across voice, digital, and self-service channels.
- Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security.
- Oversee integration of Genesys Cloud and Google CCAI/CES for advanced conversational AI experiences.
- Collaborate with cross-functional teams to align technology solutions with business objectives.
- Manage vendor relationships, including BPO partners, ensuring compliance with enterprise standards.
- Drive continuous improvement through analytics, automation, and emerging technologies.
- Mentor and develop a high-performing team of solution architects and engineers.
Requirements:
- 10+ years in Contact Center Technologies, with 5+ years of Genesys Cloud experience.
- Strong BPO management experience across multiple locations.
- Proven expertise with Google CCAI/CES conversational AI solutions.
- Minimum 10 years of management experience, including leadership of large teams and strategic programs.
- Strong understanding of omni-channel customer engagement strategies.
- Excellent communication and stakeholder management skills.
- Ability to drive innovation and deliver measurable business outcomes.
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
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