Provide strategic leadership in the exploration, development, and implementation of advanced technology solutions that transform our contact center operations
Drive the strategic vision for integrating innovative technologies such as IVA, AI Agents, etc. to deliver exceptional customer experiences while optimizing operational efficiency
Oversee critical contact center systems, lead technology maintenance initiatives, and implement process improvements that enhance agent productivity, streamline workflows, and enable intelligent self-service capabilities across CVS Health's portfolio
Serve as the strategic voice for technology transformation initiatives
Work with geographically distributed teams to partner across functions to drive strategic initiatives that advance our contact center capabilities to cloud-based platforms and ensure the stability, reliability, and continuous improvement of our technology infrastructure

Requirements

Demonstrated experience building and administration of AI Agents in a large-scale environment
5+ years in a strategic Technology, Business Intelligence, or Process Innovation leadership role
5+ years leading cross-functional technology implementation teams
3+ years demonstrated experience with contact center technologies such as Five9, IEX, etc.
Strong understanding of contact center infrastructure, including telephony systems, IVA, CRM, AI developed automation, and workforce management tools
Demonstrated experience developing technology strategies and roadmaps for large organization
Demonstrated Change Readiness expertise with focus on AI Literacy

Benefits

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
other resources, based on eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AI Agentscontact center technologiestelephony systemsIVACRMautomationworkforce management toolstechnology strategiesprocess improvementscloud-based platforms

Soft Skills

strategic leadershipcross-functional collaborationchange readinesscommunicationproblem-solvinginnovationteam leadershipcustomer experience focusoperational efficiencyprocess optimization