Vice President – Contact Center Platforms

Job not on LinkedIn

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $227.7k - $431.4k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

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Centene Corporation

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

Centene Corporation is a leading provider of government-sponsored healthcare services, specializing in delivering affordable and high-quality healthcare solutions. For over 40 years, Centene has focused on transforming the health of communities by expanding access to Medicaid, Medicare, and Health Insurance Marketplace services, as well as serving military communities through the TRICARE program. As the largest Medicaid managed care organization and a key participant in the Marketplace, Centene emphasizes localized healthcare delivery combined with strong partnerships with nonprofit organizations to meet the unique needs of its members. Centene is also committed to corporate sustainability and social responsibility, prioritizing environmental stewardship and ethical governance to enhance the well-being of the communities it serves.

📋 Description

• Lead the integration, modernization, and efficient operation of Centene's enterprise telephony and contact center platforms • Collaborate with business process owners, product owners, vendors, and Business Technology Systems professionals to define technology strategy and platform direction • Assess system needs across member-, provider-, and associate-facing operations and support requirements development • Influence the design of integrated telephony and contact center solutions and develop integration strategies • Oversee implementation and deployment across the platform • Drive modernization and consolidation of inbound, outbound, IVR, predictive dialing, and third-party telephony platforms, including AWS and Amazon Connect • Advance conversational AI, virtual assistants, intelligent routing, and speech technologies • Lead contact center platform vendor relationships and partner with business stakeholders on tools, pricing, and deployment • Identify and resolve telephony and contact center systems integration issues and provide technical support to end-users • Ensure compliance with regulatory, privacy, security, and audit requirements, including call recording and data retention standards • Document integration processes, workflows, and system configurations • Partner with learning and development to build training for relevant personnel • Monitor system performance, identify improvement opportunities, and optimize reliability • Partner with business, operations, and customer experience leaders to deliver seamless omnichannel experiences • Perform other duties as assigned • Comply with all policies and standards

🎯 Requirements

• Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, or a related field required • 10+ years of executive leadership experience defining and executing enterprise-wide contact center, telephony, and customer experience platform strategy, leading large-scale, multi-year transformation initiatives within highly complex organizations and influencing senior business and enterprise stakeholders required • 7+ years of expertise in cloud-based contact center ecosystems (e.g., AWS/Amazon Connect), with accountability for end-to-end platform architecture, integration, modernization, and operational performance, including omnichannel engagement, IVR, intelligent routing, workforce optimization, and enterprise-scale analytics required • Recognized leadership in next-generation customer engagement innovation, with extensive experience advancing AI-driven capabilities such as conversational AI, generative AI, intelligent automation, and virtual assistants required • Master's degree in a related field preferred • Experience within healthcare, managed care, payer, provider, or regulated industries preferred • Experience supporting contact center technologies across member services, provider services, care management, pharmacy, Medicare, Medicaid, Marketplace, and other healthcare operations preferred • Experience in transformation initiatives leveraging analytics, speech intelligence, and AI-driven insights preferred • Equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position • Compliance with applicable policies, standards, regulatory, privacy, security, and audit requirements

🏖️ Benefits

• Competitive pay • Health insurance • 401K plan • Stock purchase plans • Tuition reimbursement • Paid time off plus holidays • Flexible approach to work with remote, hybrid, field or office work schedules • Additional forms of incentives may be included in total compensation • Equal opportunity employer committed to diversity