Vice President – Contact Center Platforms

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

📋 Description

• Oversee the integration, modernization, and effective operation of Centene's enterprise telephony and contact center platforms.

• Collaborate with business process owners, product owners, vendors, and professionals from Business Technology Systems to establish technology strategies and platform direction.

• Evaluate system requirements across member, provider, and associate-facing operations, while assisting in the development of support requirements.

• Shape the design of integrated telephony and contact center solutions and formulate integration strategies.

• Manage implementation and deployment throughout the platform.

• Propel the modernization and unification of inbound, outbound, IVR, predictive dialing, and third-party telephony platforms, including AWS and Amazon Connect.

• Promote advancements in conversational AI, virtual assistants, intelligent routing, and speech technologies.

• Lead vendor relationships for contact center platforms and collaborate with business stakeholders on tools, pricing, and deployment strategies.

• Identify and address integration issues in telephony and contact center systems while providing technical support to end-users.

• Ensure adherence to regulatory, privacy, security, and audit standards, including call recording and data retention protocols.

• Document integration processes, workflows, and system configurations meticulously.

• Work with learning and development teams to create training programs for relevant personnel.

• Monitor system performance, pinpoint improvement opportunities, and enhance reliability.

• Collaborate with business, operations, and customer experience leaders to deliver cohesive omnichannel experiences.

• Execute other duties as assigned.

• Adhere to all policies and standards.

⛳️ Requirements

• A Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, or a related field is required.

• A minimum of 10 years of executive leadership experience in defining and executing enterprise-wide contact center, telephony, and customer experience platform strategies, leading large-scale, multi-year transformation initiatives in complex organizations, and influencing senior business and enterprise stakeholders is required.

• At least 7 years of experience in cloud-based contact center ecosystems (e.g., AWS/Amazon Connect), with responsibility for end-to-end platform architecture, integration, modernization, and operational performance, including omnichannel engagement, IVR, intelligent routing, workforce optimization, and enterprise-level analytics is required.

• Proven leadership in next-generation customer engagement innovation, with significant experience in advancing AI-driven capabilities such as conversational AI, generative AI, intelligent automation, and virtual assistants is required.

• A Master's degree in a related field is preferred.

• Experience in healthcare, managed care, payer, provider, or regulated industries is preferred.

• Background in supporting contact center technologies across member services, provider services, care management, pharmacy, Medicare, Medicaid, Marketplace, and other healthcare operations is preferred.

• Familiarity with transformation initiatives utilizing analytics, speech intelligence, and AI-driven insights is preferred.

• Equivalent experience gained through applicable knowledge, responsibilities, scope, and skills reflective of the level of this position is acceptable.

• Compliance with relevant policies, standards, regulatory, privacy, security, and audit requirements is essential.

🏝️ Benefits

• Competitive salary.

• Health insurance coverage.

• 401K retirement plan.

• Stock purchase options.

• Tuition reimbursement program.

• Paid time off along with holidays.

• Flexible work arrangements including remote, hybrid, field, or office schedules.

• Additional incentive options may be included in the total compensation package.

• An equal opportunity employer dedicated to diversity.