Associate Director – Contact Center Technologist

🕒 June 9

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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Impact Advisors

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

💼 Consulting

🏥 Healthcare

🤖 Artificial Intelligence

Consulting • Healthcare • Artificial Intelligence

Impact Advisors is a healthcare-focused consulting firm that delivers tech-enabled performance improvement services to health systems, hospitals, and health plans. They provide strategy and operational consulting across clinical, financial, and technical domains—including revenue cycle, workforce and supply chain optimization, clinical quality improvement, EHR/ERP implementations, IT modernization, cybersecurity, and data & AI—aimed at measurable, sustainable value and capability transfer to client teams. Impact Advisors emphasizes collaborative implementation, measurable ROI, and long-term sustainability of improvements.

📋 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.

🎯 Requirements

• 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).

🏖️ Benefits

• 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.