Associate Director – Contact Center Technologist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the design and implementation of comprehensive contact center solutions, ensuring smooth omnichannel integrations across voice, messaging, and chatbot platforms.

• Integrate cutting-edge conversational AI and natural language understanding technologies into call flows to enhance automated and personalized customer experiences.

• Actively manage and optimize contact center platforms such as Amazon Connect, Avaya, Cisco, Genesys, Talkdesk, or other top-tier solutions.

• Work closely with stakeholders (clinical, administrative, IT) to collect requirements, create technical specifications, and deliver scalable solutions that comply with healthcare regulations (e.g., HIPAA).

• Remain updated on the latest trends, tools, and best practices in contact center technology; assess new technologies for potential implementation.

• Offer technical guidance and support for system issues, integration challenges, and platform upgrades.

• Create comprehensive technical documentation and conduct training sessions for staff and agents on new or updated contact center solutions.

• Ensure all solutions adhere to healthcare regulatory standards, including data privacy and security measures.

⛳️ Requirements

• At least 10 years of hands-on experience in contact center design, implementation, and management, ideally within healthcare organizations.

• Demonstrated experience with voice, chatbot, SMS, and other emerging communication channels.

• Strong proficiency in a minimum of two of the following platforms: Avaya, Cisco Contact Center solutions, Genesys, Talkdesk, Amazon Connect, or similar.

• In-depth knowledge of integrating AI-driven chatbots and voice assistants, including tools like Amazon Lex or proprietary AI engines.

• Experience in IVR development and scripting, API integrations, and cloud-based contact center deployment.

• Familiarity with scripting languages (e.g., JavaScript, Python) for customization purposes.

• Knowledge of data security and HIPAA compliance principles.

• Proven ability to lead cross-functional projects and handle multiple priorities effectively.

• Strong skills in stakeholder engagement, presentation, and technical documentation.

• Certifications (Preferred): CCXP, CCNA, AWS Solutions Architect, or platform-specific certifications.

• A Bachelor’s degree in Computer Science, Engineering, Information Technology, Healthcare Informatics, or a related field (Master’s degree preferred).

🏝️ Benefits

• Travel requirements are based on client needs, typically ranging from 25-50% per engagement, but can go up to 75%.

• For salaried positions, this role may also qualify for an annual performance bonus.

• Additional benefits and perks may be available, depending on the specific position and employment terms.