Associate Director – Contact Center Technologist

🕒 il y a 7 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

📞 Téléconseiller

🦅 Parrain de Visa H1B

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Impact Advisors

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2007

🤝 B2B

🏢 Entreprise

🤖 Intelligence artificielle

B2B • Enterprise • Artificial Intelligence

Impact Advisors est une société de conseil spécialisée dans le secteur de la santé, offrant des services d'amélioration de la performance grâce à des technologies avancées pour les systèmes de santé, les hôpitaux et les régimes de santé. Elle propose des services de conseil stratégique et opérationnel couvrant les domaines clinique, financier et technique. Ces services incluent l'optimisation du cycle de revenus, la gestion des effectifs et de la chaîne d'approvisionnement, l'amélioration de la qualité clinique, les implémentations EHR/ERP, la modernisation des TI, la cybersécurité ainsi que le traitement des données et l'intelligence artificielle (IA). L'objectif est de fournir une valeur mesurable et durable, ainsi que de transférer les compétences aux équipes clients. Impact Advisors met l'accent sur la mise en œuvre collaborative, le retour sur investissement mesurable et la durabilité à long terme des améliorations.

Description

• Lead the architecture and deployment of end-to-end contact center solutions, ensuring seamless omnichannel integrations across voice, messaging, and chatbot platforms. • Incorporate the latest conversational AI and natural language understanding technologies into call flows to deliver improved, automated, and personalized customer interactions. • Hands-on management and optimization of contact center platforms such as Amazon Connect, Avaya, Cisco, Genesys, Talkdesk, or other leading solutions. • Collaborate with stakeholders (clinical, administrative, IT) to gather requirements, develop technical specifications, and deliver scalable solutions aligned with healthcare compliance standards (e.g., HIPAA). • Stay current on emerging contact center trends, tools, and best practices; evaluate new technologies for implementation. • Provide technical guidance and support for system issues, integration challenges, and platform upgrades. • Develop detailed technical documentation and lead training sessions for staff and agents on new or updated contact center solutions. • Ensure all solutions meet healthcare regulatory requirements, including data privacy and security protocols.

🎯 Exigences

• Minimum of 10 years hands-on experience in contact center design, implementation, and management, preferably within healthcare organizations. • Proven experience with voice, chatbot, SMS, and emerging communication channels. • Strong working knowledge of at least two of the following platforms: Avaya, Cisco Contact Center solutions, Genesys, Talkdesk, Amazon Connect, or equivalent. • Deep understanding of integrating AI-driven chatbots and voice assistants, including tools like Amazon Lex or proprietary AI engines. • IVR development and scripting, API integrations and cloud-based contact center deployment. • Scripting languages (e.g., JavaScript, Python) for customization. • Data security and HIPAA compliance. • Ability to lead cross-functional projects and manage multiple priorities. • Strong stakeholder engagement, presentation, and technical documentation skills. • Certifications (Preferred): CCXP, CCNA, AWS Solutions Architect, or platform-specific certifications. • Bachelor’s degree in Computer Science, Engineering, Information Technology, Healthcare Informatics, or a related field (Master’s preferred).

🏖️ Avantages

• Travel is based on client needs and typically between 25-50% per engagement; however, it can be up to 75%. • For salaried positions, this role may also be eligible for an annual performance bonus. • Additional benefits and perks may also be available, depending on the position and employment terms.