Position:

Senior Contact Centre Transformation Architect / Contact Centre Champion.

Location:

Phoenix, AZ preferred (Onsite) or USA anywhere

Duration:

6-12 Months Role Summary CVS is seeking a senior Contact Center Transformation Architect to lead its HR Contact Center modernization initiative. The consultant will partner with CVS SMEs, support platform/vendor selection, define the transformation roadmap, and drive Voice AI adoption and contact center optimization initiatives. Key Responsibilities Build the HR Contact Center transformation roadmap in collaboration with CVS SMEs. Participate in vendor/RFP presentations. Assess and recommend contact center technologies/platforms. Play a pivotal role in platform/vendor selection decisions. Define and implement Voice AI strategy. Identify integration and connection points across HR systems. Drive initiatives to reduce cost per call and improve operational efficiency. Provide architecture leadership throughout the transformation assessment phase. ________________________________________

Required Experience:

Contact Center Transformation CCaaS Platform Assessment & Selection Contact Center Architecture Voice AI / Conversational AI Vendor Evaluation & RFP Participation Executive Stakeholder Management Transformation Roadmap Development Cost Optimization and Automation Strategy Preferred Skills & Experience Contact Center Expertise Enterprise Contact Center transformation programs CCaaS platforms evaluation and selection Contact Center architecture and solution design Workforce optimization and customer/employee experience modernization AI & Automation Voice AI implementations Conversational AI solutions Call analytics Automation-led operational improvements Contact center cost optimization Consulting / Advisory Executive stakeholder engagement Vendor evaluation and RFP management Business case development Transformation roadmap creation Nice-to-Have The earlier discovery discussions indicate CVS was evaluating technologies such as: Cresta Retell AI Parloa Kore.ai ServiceNow Employee Workflows LiveKit Google CCAIX considerations