Director of Contact Center Technology (Remote)

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

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives nationwide. Our company cares about our employees, giving you the tools and encouragement, you need to achieve the finest work of your career.

Thank You!

We know your time is valuable, and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may interest you. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable Federal, State, or Local law.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field
• Proven experience in leading large-scale implementations of contact center solutions
• Strong understanding of contact center technologies and trends, particularly related to Genesys products
• Experience in contact center system architecture design, including integration with other enterprise applications and databases
• Excellent leadership and team management skills, with experience in managing cross-functional teams and projects
• Excellent verbal and written communication skills with the ability to adjust to meet the needs of the audience
• Strong analytical skills and ability to work in a dynamic, fast-paced environment
• Experience working with virtual and global teams. 

Preferred Qualifications/Experience:

• Healthcare Industry experience strongly preferred
• Certifications related to Genesys technology
• Experience implementing and/or configuring Salesforce Service Cloud is a plus
• Previous experience in a strategic IT role within a large organization
• Exposure to using AI and machine learning technologies as applied to customer service or contact centers.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide additional protection, security, and support for your career and life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.  

Compensation

The pay range for this position is $146,000.00 - $182,500.00

“Based on our compensation philosophy, an applicant’s placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.”