Vice President, Contact Center Platforms

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 omnichannel experiences that improve access satisfaction service efficiency and process simplification for members providers brokers and associates. Ensures Centene's telephony and contact center systems operate cohesively and effectively to support a seamless omnichannel experience for members providers brokers and associates. Performs other duties as assigned. Complies with all policies and standards. Education/Experience Bachelor's Degree in Information Technology Computer Science Engineering Business or a related field required. Master's degree in a related field preferred 10+ years of executive leadership experience defining and executing enterprise-wide contact center telephony and customer experience platform strategy leading large-scale multi-year transformation initiatives within highly complex organizations and influencing senior business and enterprise stakeholders required. 7+ expertise in cloud-based contact center ecosystems (e.g. AWS/Amazon Connect) with accountability for end-to-end platform architecture integration modernization and operational performance including advanced capabilities across omnichannel engagement IVR intelligent routing workforce optimization and enterprise-scale analytics required. Recognized leader in next-generation customer engagement innovation with extensive experience advancing AI-driven capabilities (e.g. conversational AI generative AI intelligent automation and virtual assistants) to drive enterprise transformation elevate customer experience and enable data-driven decision-making required. Experience within healthcare managed care payer provider or regulated industries preferred. Experience supporting contact center technologies across member services provider services care management pharmacy Medicare Medicaid Marketplace and other healthcare operations preferred. Experience in transformation initiatives leveraging analytics speech intelligence and AI-driven insights to enhance customer experience and operational performance preferred. Or equivalent experience acquired through accomplishments of applicable knowledge duties scope and skill reflective of the level of this position.

Pay Range

$227700.00 - $431400.00 per year At Centene we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals families and communities building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see backed by a team committed to improving lives well beyond the workday. Centene offers a comprehensive benefits package including competitive pay health insurance 401K and stock purchase plans tuition reimbursement paid time off plus holidays and a flexible approach to work with remote hybrid field or office work schedules. Actual pay will be adjusted based on an individual's skills experience education and other job-related factors permitted by law including full-time or part-time status. Total compensation may also include additional forms of incentives.

Benefits

may be subject to program eligibility. Centene is an equal opportunity employer that is committed to diversity and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or other characteristic protected by applicable law. Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act