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Contact Center Technology Advancement Leader

3 months ago

Eden Prairie, United States Optum Full time

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

As the Contact Center Technology Advancement Leader you will have overall responsibility for leading the global team (of 500+ people) and strategy that drives value to the organization through enhancing the advocate and consumer contact center experience, supporting 300M calls per year, 70K agents and 500 call centers globally.

This leader oversees our technology pillars focused on advocate facing technologies and tools, consumer facing technologies, core platforms, and data including chat bot and voice bot platforms, and agent knowledge management and will lead the migration from Genesys on prem and legacy ACD platforms to a cloud-based platform.

The contact center advancement team builds and operates the platform for advocate empowerment, voice transcription & summarization, manages the telephony platform ecosystem and surrounding tools like resource scheduling, voice recording tools, and voice analytics. By leveraging the latest in Gen AI technologies this team continues to show the art of the possible to ensure a seamless digital and voice experience. This role works closely with LOBs to transform from legacy end of life contact center platforms to cloud based platforms as part of our migration to the cloud and partners across cloud vendors to select the most efficient solution.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

  • Due diligence and selection of target cloud platform
  • Build an aligned cloud migration plan transforming legacy end-of-life contact center platforms to cloud based platform, while ensuring 100% availability
  • Build and operate the platform for advocate empowerment, voice transcription & summarization, evolve the telephony platform ecosystem and surrounding tools (like resource scheduling, voice recording tools, and voice analytics)
  • Leverage the latest in GenAI solutions to show the art of the possible and ensure a seamless digital and voice experience

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • 15+ years of progressive leadership experiences in the technology profession
  • 10+ years of experience leading in an Omni platform ecosystem
  • Exceptional operational rigor defining and executing a contact center technology strategy
  • Successful track record of leading omni transformation from on-prem to a cloud-based platform leveraging contact center solutions such as Amazon Connect or Genesys Cloud for intelligent customer engagement
  • Expert knowledge in at least one cloud-based omni platform
  • Demonstrated success using GenAI for bot and knowledge management
  • Proven skills in: Financial Acumen; Technical Program Management; Vendor Management; Software Lifecycle Management and Vulnerability Management
  • Demonstrated success leveraging technology to meet business objectives
  • History of effective working relationships with cSuite leaders and key business partners to drive change agendas
  • Leadership style which fosters accountability, transparent communication and innovation
  • High level of emotional intelligence
  • Management of a budget of $50M +
  • History of leading global technology teams of 500+ people and leading through other leaders
  • Outstanding collaboration, influencing, problem solving and negotiation skills
  • Proven ability to sell ideas to people outside of your direct team members
  • Innovative orientation and customer first mindset
  • Demonstrated strategic thinking abilities and an enterprise-wide perspective
  • Experience leading through influence in a large, matrixed, global environment

Preferred Qualifications:

  • Experience with public cloud services
  • Experience with managing outcome-based vendors

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, or Washington, D.C. Residents Only: The salary range for this role is $325,000 to $400,000 annually. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.