VP of Communication Technologies

Overview

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications.

 

Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com

 

We are seeking a strategic and results-driven VP of Communication Technologies to lead the transformation and management of our enterprise-wide contact center and communications infrastructure. This executive will oversee a multi-platform environment—including Cisco WebEx Contact Center, NICE CXone, or similar platform and integrated technologies such as Workforce Management (WFM), SMS, fax, and Salesforce CTI/Service Cloud Voice—to deliver scalable, secure, and omnichannel communication capabilities.

 

This role is critical to modernizing our communications ecosystem to support high-volume, multi-client patient support programs, ensuring exceptional customer experience, operational efficiency, and compliance with healthcare regulations.

Responsibilities

• Define and execute the vision for enterprise communication services, ensuring alignment with business goals and private equity value creation.
• Lead transformation initiatives across contact center operations, leveraging and optimizing CCaaS platforms (WebEx Contact Center, NICE CXone, and supporting technologies like WFM, SMS, and fax) to enhance agility, scalability, and customer satisfaction.
• Develop and implement change management plans for platform transitions, process redesigns, and workforce enablement, including readiness assessments, training, and phased rollouts.
• Drive the evolution to cloud-native, omnichannel communication platforms (voice, chat, SMS, email, social), ensuring seamless integration with Salesforce-based HUB applications and custom solutions for optimized agent workflows and customer engagement.
• Champion continuous improvement, automation, and innovation across communication services by monitoring KPIs, SLAs, and operational metrics.
• Partner with IT, Customer Experience, Operations, and Compliance to provide cohesive infrastructure, service delivery, and stakeholder alignment during major change initiatives.
• Establish governance frameworks to manage change-related risks, dependencies, compliance impacts, and ensure adherence to HIPAA, ISO 27001, and other regulatory and security standards.
• Build, lead, and support high-performing teams across platform operations and business enablement.
• Manage vendor relationships, negotiate contracts, and ensure cost-effective, high-quality service delivery.

Qualifications

• Education: Bachelor’s degree in Information Technology, Business, or a related field required; Master’s degree preferred. Formal training or certification in change management methodologies (e.g., Prosci, ADKAR, Kotter) is a plus.
• Leadership & Experience: Over 10 years of progressive leadership in communication technology or contact center management, with proven success overseeing multi-client, large-scale call center operations and leading transformation and modernization of enterprise communication systems. Experience driving results in private equity-owned, customer-focused, and/or regulated industries.
• Technical & Business Skills: Demonstrated expertise with Salesforce, WebEx Contact Center, NICE CXone (or other NICE platforms), WFM, SMS, fax tools, and a deep understanding of cloud-based contact center architecture and CCaaS ecosystems. Strong technical and business acumen, including budget management, vendor negotiations, and managing platform transitions or large-scale implementations.
• Compliance & Governance: Familiarity with compliance frameworks such as HIPAA and ISO 27001, and experience ensuring adherence to regulatory and security standards in communications environments.
• Collaboration & Commu