Director, Contact Center Technologies (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 12 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

We are seeking an accomplished Director of Contact Center Technologies to lead our initiatives in optimizing corporate applications and enhancing our contact center automation strategy. In this senior leadership role, you will drive the vision and execution of technology solutions that improve operational efficiency and elevate customer experiences across the organization. You will collaborate with executive leadership to align technology strategies with business objectives and oversee the internal business systems team.  You will shape the future of the contact center operations, ensuring exceptional omnichannel customer experiences with the use of technology solutions and advanced workflows.

The goal is to deliver solutions to support the delivery of outstanding service, providing proactive dashboards and data to customers to resolve queries efficiently, and increase first contact resolution.

Sponsorship, in any form, is not available for this position.

Location: Remote, US
 

Why you want to work on this team:

• If you have a passion for solving complex problems in a fast-paced environment
• Enjoy coaching and mentoring a high performing work team
• Excited about working for a company that is dedicated to innovation and transformation

To be qualified for this position you:

• Minimum of 7 years of experience in similar role in a mid-sized contact center
• Minimum of 4 years of experience in Cloud Computing (SaaS, PaaS) telephony systems (NICE) and Salesforce.com
• Minimum of 6 years of managing technology teams
• Minimum of 6 years experience managing complex technology solutions including B2B workflows
• Mastery operating in an Agile or Hybrid delivery model
• Bachelor's degree or equivalent work experience

You will set yourself apart with:

• Experience working with technology platforms in addition to telephony platforms
• Experience with Salesforce
• Healthcare Technology

You will be:

• Establishing performance metrics and KPIs to assess team effectiveness and drive accountability.
• Analyzing metrics on platform/system performance as well as feedback from the business to ensure KPIs meet or exceed targets.
• Owning user management processes, including license requirements for contact center technologies.
• Developing and implementing a comprehensive strategy for corporate applications and contact center automation that aligns with business goals and drives innovation.
• Leading the evaluation and selection of technology solutions that enhance operational efficiency and customer satisfaction.
• Building and maintaining a stable and scalable technology platform including voice, messaging, chat, SMS, and self-service/AI channels.
• Overseeing and mentoring a team of application specialists and automation experts, fostering a culture of collaboration, continuous improvement, and professional growth.
•  Inspiring and coordinating your management team, ensuring they’re motivated and engaged.
• Overseeing recruitment, training, and coaching strategies.
• Staying abreast of industry trends and emerging technologies, proactively recommending innovations that can improve service delivery and operational efficiency.
• Leading initiatives aimed at process optimization, ensuring a seamless integration of new technologies into existing workflows.
• Developing an