Own the AI roadmap for contact center tech and turn “cool AI ideas” into real automation that makes agents faster and customers happier. If you can act like a product owner, speak fluent stakeholder, and actually know how to build, test, and improve AI agents (not just talk about them), this role has real influence.
About CVS Health
CVS Health is reimagining healthcare to make it more connected, convenient, and compassionate. This role sits on the Process, Innovation and Technology (PIT) team supporting Retail Customer Care, shaping how contact centers use AI to improve service, productivity, and operations.
Schedule
- Full-time (40 hours/week)
- Remote
- Up to 15% travel
- Application window closes: 01/16/2026
What You’ll Do
- Serve as the AI Subject Matter Expert (SME) and Business Product Owner for contact center technology
- Design, deploy, and improve AI agents (prompt-response, task-based, and autonomous agents) to automate workflows
- Build and maintain prompt libraries and documentation to support scalable AI deployment
- Lead testing, optimization, and ongoing performance improvement for generative AI solutions (agent-assist, self-service, analytics)
- Collaborate with IT and business partners to define requirements, prioritize use cases, and deliver AI-enabled solutions
- Pilot emerging contact center tools, especially AI-driven customer support and intelligent self-service
- Support capabilities like real-time routing, sentiment analysis, risk detection, and decision support
- Oversee technology change intake and execution (releases, upgrades, Tier 2 incident management) to keep the environment stable and improving
- Lead remediation and optimization when contact center processes/tech break down
- Present executive-level insights, recommendations, and updates with clarity and impact
- Mentor cross-functional teams on AI best practices and build a culture of innovation and continuous improvement
What You Need
- 1+ year hands-on experience with generative AI, agentic AI, and emerging tech in customer service or operational environments
- 1+ year experience with prompt engineering (designing/optimizing prompts for LLMs and deploying AI agents)
- 1+ year experience as a Business Product Owner (or similar), leading cross-functional initiatives and delivering scalable tech solutions
- Bachelor’s degree or recent certifications in AI/ML/CS/Applied AI (or equivalent demonstrated experience)
Benefits
- Pay range: $54,300–$145,860/year (based on experience, education, geography, and other factors)
- Eligible for bonus/commission/short-term incentive programs (role-dependent)
- Medical plan options
- 401(k) with matching contributions and employee stock purchase plan
- No-cost wellness programs, counseling, and financial coaching
- Paid time off and flexible work schedules (eligibility-based)
- Family leave, dependent care resources, and tuition assistance (eligibility-based)
- Retiree medical access and additional benefits depending on eligibility
This one’s already past the posted close date (01/16/2026). If it still lets you apply, move like it can disappear any minute.
You’re basically the bridge between “the business needs it” and “IT can build it” — with AI as the weapon. If that’s you, swing.
Happy Hunting,
~Two Chicks…