About the Role
Director of Contact Center Technology (Remote)
Remote
Technology
Full time
ZEXMGR
United States
Description
CNSI and Kepro are now Acentra Health! Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.
Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the company’s mission, actively engage in problem-solving, and take ownership of your work daily. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes – making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.
Acentra seeks a Director of Contact Center Technology to join our growing team.
Job Summary:
In this role, as a Director, Contact Center Technology, you will join our team, responsible for defining, designing, and leading Acentra Health’s technology strategy in accordance with the company’s overall growth objectives. We are seeking a highly skilled and experienced technologist to spearhead the implementation and strategic expansion of our contact center solutions within our organization. This role is critical for enhancing our customer engagement capabilities and ensuring our contact center operations are leveraging the latest in technology to deliver exceptional service.
*Position is remote, but candidates based in Raleigh, NC, Atlanta, GA, and Washington, DC preferred
Job Responsibilities:
- Work with our contact center business unit to define and execute a clear vision for integrating contact center technologies into our customer service operations
- Develop strategic plans to enhance functionalities, user experience, and system performance
- Design and implement our contact center solutions using Genesys software, ensuring scalable, secure, and efficient architecture
- Lead the deployment of technology solutions, including configuration, customization, and integration with existing systems. Ensure implementations meet business requirements and are delivered on time and within budget
- Continuously assess new technologies and Genesys updates for potential applications within the organization. Plan and execute the expansion of Genesys functionalities to new areas of the business as needed
- Work closely with Genesys and other technology vendors to ensure that the software and services provided meet our strategic needs
- Act as the primary liaison between IT and business units
- Communicate effectively with stakeholders at all levels to gather requirements, deliver updates, and solicit feedback
- Provide strategic guidance on technology and industry best-practices
- Monitor system performance post-implementation and lead ongoing optimization efforts to ensure the platform meets evolving business needs. Help track and report metrics monitor call center and customer service performance and identify areas for improvement