Director, Omni-Channel Solutions

2 days ago

🐎 Kentucky – Remote

Although this job is listed in Kentucky, this company may be open to hiring remote in other states.

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

+2 more states

🐎 Kentucky – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $172.2k - $236.9k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

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Humana

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Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

10,000+ employees

Founded 1961

⚕️ Healthcare Insurance

📋 Description

• Define and execute the omni-channel strategy across voice, digital, and self-service channels. • Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security. • Oversee integration of Genesys Cloud and Google CCAI/CES for advanced conversational AI experiences. • Collaborate with cross-functional teams to align technology solutions with business objectives. • Manage vendor relationships, including BPO partners, ensuring compliance with enterprise standards. • Drive continuous improvement through analytics, automation, and emerging technologies. • Mentor and develop a high-performing team of solution architects and engineers.

🎯 Requirements

• 10+ years in Contact Center Technologies, with 5+ years of Genesys Cloud experience. • Strong BPO management experience across multiple locations. • Proven expertise with Google CCAI/CES conversational AI solutions. • Minimum 10 years of management experience, including leadership of large teams and strategic programs. • Strong understanding of omni-channel customer engagement strategies. • Excellent communication and stakeholder management skills. • Ability to drive innovation and deliver measurable business outcomes.

🏖️ Benefits

• medical, dental and vision benefits • 401(k) retirement savings plan • time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave) • short-term and long-term disability • life insurance