Director, Contact Center Technology Convey Health Solutions - 3.1 Fort Lauderdale, FL Job Details Full-time 14 hours ago Qualifications Systems integration Data Integration (Data management) Call center experience Enterprise software Integration Architecture Design (Architecture design skills) Enterprise solutions implementation Information security compliance Business alliance strategy Integration Platforms (Enterprise solutions) Vendor relationship management Contracts Leading team collaboration initiatives Vendor contract management Networking through strategic partnership building IT security management Strategic partnerships Cross-functional team management Cross-functional communication Senior leadership

Full Job Description Job Title:

Director, Contact Center Technology Position Summary:

The Director, Contact Center Technology is responsible for defining and executing the technology strategy that enables a modern, scalable, and customer-centric contact center environment. This role provides strategic leadership for contact center platforms, architecture, integrations, automation, analytics, and operational technology capabilities that support exceptional customer and employee experiences. The Director partners closely with Customer Experience, Operations, IT, Digital, Security, Data & Analytics, and business stakeholders to drive innovation, improve service delivery, optimize technology investments, and ensure the contact center ecosystem aligns with enterprise objectives.

Essential Duties and Responsibilities:

Technology Strategy & Leadership Develop and execute a multi-year contact center technology roadmap aligned with business goals, customer experience objectives, and operational priorities. Lead the evaluation, selection, implementation, and optimization of contact center platforms and supporting technologies. Define enterprise architecture standards, governance models, and technology best practices for contact center solutions. Stay current on emerging technologies, including artificial intelligence, automation, conversational AI, workforce optimization, analytics, and digital engagement channels. Build strong relationships with executive stakeholders and communicate technology strategy, opportunities, risks, and investments. Contact Center Platform Management Own the strategy and lifecycle management of contact center platforms, including cloud-based and hybrid environments. Lead platform modernization initiatives, migrations, upgrades, and continuous improvement programs.

Oversee capabilities such as:

Omnichannel customer engagement Voice and digital routing Interactive voice response (IVR) Chatbots and virtual assistants Customer relationship management (CRM) integrations Workforce engagement and quality management Reporting, analytics, and performance management Ensure platforms deliver reliability, scalability, security, and measurable business value. Innovation & Automation Identify opportunities to leverage AI, automation, and emerging technologies to improve customer experiences and operational efficiency. Partner with business teams to design intelligent automation solutions that reduce customer effort and improve agent effectiveness. Establish a framework for evaluating and prioritizing technology innovation initiatives. Promote experimentation and adoption of next-generation customer engagement capabilities. Architecture, Integration & Delivery Provide technical leadership for complex contact center implementations and integrations. Oversee integrations between contact center platforms and enterprise systems, including CRM, identity management, data platforms, and business applications. Ensure solutions meet enterprise security, compliance, availability, and performance requirements. Partner with engineering and delivery teams to manage implementation plans, roadmaps, and release strategies. Operational Excellence & Governance Establish governance processes for platform changes, enhancements, vendor management, and technology standards. Define and monitor key performance indicators related to platform performance, adoption, reliability, and customer experience outcomes. Drive continuous improvement initiatives based on operational insights, analytics, and stakeholder feedback. Manage technology risks, dependencies, budgets, and resource planning. Vendor & Financial Management Manage strategic relationships with contact center technology vendors and implementation partners. Evaluate vendor capabilities, contracts, service levels, and product roadmaps. Develop and manage annual technology budgets, investment plans, and business cases. Ensure technology investments deliver measurable value and return on investment.

Education and Experience:

Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field; or equivalent professional experience. 8+ years of experience leading contact center technology, customer experience platforms, or enterprise application solutions. 5+ years of experience managing large-scale contact center technology implementations or transformations. Proven experience with cloud contact center platforms and enterprise integrations. Strong understanding of contact center operations, customer journey design, and digital engagement technologies. Demonstrated experience leading cross-functional teams and influencing senior executives. Experience managing technology vendors, contracts, and strategic partnerships. Strong knowledge of security, compliance, architecture, and technology governance practices. Preferred Qualifications Experience with artificial intelligence, machine learning, automation, or conversational AI solutions. Experience with platforms such as Genesys, NICE, Cisco, Amazon Web Services, or similar contact center ecosystems. Experience leading enterprise-wide contact center modernization programs. Knowledge of CRM platforms, customer data platforms, analytics, and workforce optimization solutions. Experience in Agile delivery environments and technology product management practices. Core Competencies Strategic technology leadership Customer experience transformation Enterprise architecture Digital and AI innovation Executive communication Vendor management Financial planning and budgeting Change leadership Problem solving and decision-making Cross-functional collaboration Success Measures Success in this role will be measured by: Improved customer and agent experiences Increased platform reliability and operational efficiency Successful delivery of technology transformation initiatives Increased automation and self-service adoption Effective governance and optimization of technology investments Strong stakeholder satisfaction and alignment About Us Convey Health Solutions, together with Pareto Intelligence™, delivers a powerful combination of purpose-built technology, advanced analytics, and expert services to help health plans thrive in a complex, post-Affordable Care Act environment. As a trusted partner to Medicare and commercial payers, we provide scalable, compliant solutions that span the entire member lifecycle-from enrollment and billing to risk adjustment, Stars performance, and member engagement. Pareto's deep analytics and financial intelligence complement Convey's operational expertise, enabling our clients to improve performance, reduce costs, and create better healthcare experiences for millions of Americans-especially seniors and vulnerable populations. Together, we help health plans scale smarter, grow stronger, and make healthcare work better for the people who need it most.

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ConveyHealthSolutions.com