Associate Director - Contact Center Technologist

Key Responsibilities

• Lead the architecture and deployment of end-to-end contact center solutions, ensuring seamless omnichannel integrations across voice, messaging, and chatbot platforms.
• Incorporate the latest conversational AI and natural language understanding technologies into call flows to deliver improved, automated, and personalized customer interactions.
• Hands-on management and optimization of contact center platforms such as Amazon Connect, Avaya, Cisco, Genesys, Talkdesk, or other leading solutions.
• Collaborate with stakeholders (clinical, administrative, IT) to gather requirements, develop technical specifications, and deliver scalable solutions aligned with healthcare compliance standards (e.g., HIPAA).
• Stay current on emerging contact center trends, tools, and best practices; evaluate new technologies for implementation.
• Provide technical guidance and support for system issues, integration challenges, and platform upgrades.
• Develop detailed technical documentation and lead training sessions for staff and agents on new or updated contact center solutions.
• Ensure all solutions meet healthcare regulatory requirements, including data privacy and security protocols.

Qualifications & Skills

• Minimum of 10 years hands-on experience in contact center design, implementation, and management, preferably within healthcare organizations.
• Proven experience with voice, chatbot, SMS, and emerging communication channels.
• Strong working knowledge of at least two of the following platforms: Avaya, Cisco Contact Center solutions, Genesys, Talkdesk, Amazon Connect, or equivalent.
• Deep understanding of integrating AI-driven chatbots and voice assistants, including tools like Amazon Lex or proprietary AI engines.
• Technical Skills: IVR development and scripting, API integrations and cloud-based contact center deployment, Scripting languages (e.g., JavaScript, Python) for customization.
• Data security and HIPAA compliance.
• Ability to lead cross-functional projects and manage multiple priorities.
• Strong stakeholder engagement, presentation, and technical documentation skills.
• Certifications (Preferred): CCXP, CCNA, AWS Solutions Architect, or platform-specific certifications.
• Bachelor’s degree in Computer Science, Engineering, Information Technology, Healthcare Informatics, or a related field (Master’s preferred).

Additional Information:

• Travel is based on client needs and typically between 25-50% per engagement; however, it can be up to 75%.
• This role may also be eligible for an annual performance bonus.
• Additional benefits and perks may also be available, depending on the position and employment terms.

Additional Information (continued):

• This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.

Additional Information (continued):

• Our People and Culture: At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates' dedication and a shared mission to create a “Positive Impact.” We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered.