About this role
Description
- Position Purpose: Responsible for leading the integration, modernization, and efficient operation of Centene's enterprise telephony and contact center platforms. Involves close collaboration with business process owners, external technology vendors, and Business Technology Systems professionals to align telephony and contact center solutions with organizational objectives, while delivering a more seamless, efficient, and scalable experience for members, providers, and associates.
- Collaborates with business process owners, product owners, and Business Technology Systems professionals to define the technology strategy and platform direction for shared services contact center processes, ensuring alignment with the organizational objectives of the supported lines of business.
- Partners with stakeholders to assess system needs across member, provider, and associate-facing operations; support requirements development; influence the design of integrated telephony and contact center solutions; and develop integration strategies, including oversight of implementation and deployment across the platform.
- Drives modernization and consolidation of inbound, outbound, IVR, predictive dialing, and third-party telephony platforms — including AWS and Amazon Connect — to improve scalability, performance, customer experience, and cost effectiveness.
- Advances conversational AI, virtual assistants, intelligent routing, and speech technologies to enhance customer interactions, improve agent effectiveness, and optimize member, provider, and associate journeys.
- Leads the relationship with our contact center platform vendors and works with our business partners to ensure we have the most effective and efficient tools, pricing and deployment.
- Identifies and resolves issues related to telephony and contact center systems integration, and provides technical support to end-users while being a bridge to our technology development team.
- Ensures telephony and contact center platforms comply with regulatory, privacy, security, and audit requirements, including standards for call recording and data retention.
- Partners with the Centene technology team to documents integration processes, workflows, and system configurations, and works with our learning and development team to build training to relevant personnel as we evolve our user technology platforms.
- Continuously monitors the performance of integrated telephony and contact center systems, identifies areas for improvement, and optimizes system performance and reliability.
- Partner with business, operations, and customer experience leaders to deliver seamless omni