Director, Communication Platforms

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

📋 Description

• Provide strategic leadership for the vision, roadmap, and ongoing enhancement of the organization’s communication platforms, with Genesys serving as the primary contact center and omnichannel engagement platform.

• Own the architecture and strategy for digital channels aimed at patients and providers, encompassing voice, text/SMS, web chat, chatbots, email, and AI-driven self-service.

• Act as the enterprise subject matter expert and executive owner for Genesys, managing configuration, routing strategy, IVR and call flows, digital messaging, workforce engagement, quality management, reporting, and analytics.

• Propel the adoption of conversational AI, virtual agents, intelligent routing, and automation to enhance self-service options and minimize wait times.

• Collaborate with internal business leaders to map patient and provider journeys, translating needs into actionable platform capabilities.

• Lead change management efforts for new channels and capabilities.

• Oversee integrations with CRM, pharmacy, EHR, and other business systems.

• Define and monitor KPIs including service levels, first contact resolution, self-service containment, and satisfaction for both patients and providers.

• Ensure that communication channels remain accessible, secure, and compliant with HIPAA and TCPA regulations.

• Manage relationships with Genesys and other technology partners, including contract negotiations, licensing, and budget management.

• Assess emerging patient engagement and conversational AI technologies, providing recommendations to senior leadership.

• Establish governance for communication channels, including content messaging, consent, routing adjustments, and AI utilization.

• Build and lead a Communications Platforms team.

• Fulfill managerial responsibilities such as hiring, onboarding, training, performance management, goal setting, development planning, conflict resolution, and succession planning.

⛳️ Requirements

• A minimum of 5+ years of experience leading contact center, omnichannel, or customer engagement platform teams in a customer-facing role.

• Extensive, hands-on expertise with Genesys (Genesys Cloud CX preferred), including routing, IVR/Architect flows, digital messaging, workforce engagement, and reporting; Genesys certifications are a plus.

• Proven success in implementing and scaling digital omnichannel solutions such as voice, text/SMS, chat, chatbots, and AI/conversational self-service in a customer-facing setting.

• Experience in healthcare, pharmacy, or other regulated industries is strongly preferred.

• A demonstrated history of partnering with internal business leaders to drive change, build consensus, and deliver technology solutions that meet operational and strategic goals.

• Excellent verbal and written communication and presentation skills, with the ability to convey a compelling vision and influence executive and business stakeholders.

• A forward-thinking, strategic mindset with a solid understanding of emerging trends in conversational AI, automation, and customer experience technology.

• Practical knowledge of platform integrations (APIs, CRM, EHR) and security and compliance requirements for patient communications, including HIPAA and TCPA.

• Proven track record in managing technology budgets, vendor contracts, and licensing, while holding vendors accountable to service levels.

🏝️ Benefits

• Competitive Wages

• 401(k) with a Match

• Referral Bonus

• Paid Time Off

• Great Company Culture

• Paid Parental Leave Options

• Affordable Medical, Dental, & Vision Insurance Plans

• Company Paid Disability & Basic Life Insurance

• HSA & FSA (including dependent care) Options

• Education Assistance Program