Director, Contact Center Technology

About the role

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. The Director, Contact Center Technology will lead the strategy, roadmap, delivery, and ongoing evolution of the enterprise contact center and telephony technology ecosystem.

Responsibilities

• Lead Contact Center Technology Strategy
• Define and execute the multi-year roadmap for Zelis' enterprise contact center technology ecosystem.
• Own the vision and strategy for CCaaS platforms, including NICE CXone and future-state technologies.
• Drive modernization initiatives across voice, digital channels, IVR, routing, self-service, AI, automation, analytics, and workforce enablement.
• Evaluate emerging technologies and industry trends to continuously improve customer experience, operational efficiency, and platform scalability.
• Own Platform Delivery and Operational Excellence
• Lead the implementation, enhancement, and lifecycle management of enterprise contact center technologies.
• Ensure platform reliability, performance, security, resiliency, and compliance.
• Oversee routing strategies, telephony configuration, IVR design, queue management, integrations, and release management.
• Establish governance, operational standards, monitoring, documentation, and support processes that enable long-term success.
• Provide strategic leadership for enterprise telephony, SIP, carrier relationships, call routing, recording, and voice quality.
• Partner with Infrastructure and Security teams to ensure highly available, resilient voice services.
• Lead incident management and continuous improvement efforts to optimize platform stability and customer experience.
• Build Strong Business Partnerships
• Collaborate with Customer Service, Provider and Member Services, Operations, Product, Compliance, and Executive Leadership to align technology investments with business priorities.
• Translate operational challenges into scalable technology solutions that improve service delivery and efficiency.
• Communicate roadmap priorities, investment strategies, risks, and outcomes to executive stakeholders.
• Develop High-Performing Teams
• Lead, mentor, and develop a team of engineers, administrators, analysts, and technology leaders.
• Foster a culture of accountability, innovation, continuous improvement, and customer focus.
• Build internal expertise while effectively leveraging strategic vendor partnerships.
• Manage Strategic Vendor Relationships
• Oversee relationships with CCaaS providers, telecommunications carriers, implementation partners, and managed service providers.
• Lead platform evaluations, contract negotiations, licensing optimization, and vendor performance management.
• Ensure vendors deliver measurable business value while supporting Zelis' long-term technology strategy.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field, or equivalent experience.
• 10+ years of experience leading enterprise technology, contact center technology, telephony, or customer experience platforms.
• 5+ years of people leadership experience managing technical teams.
• Deep experience with enterprise CCaaS platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco, or similar solutions.
• Strong understanding of contact center telephony, including SIP, IVR, voice routing, carrier management, call recording, and queue design.
• Experience developing technology roadmaps, leading platform transformations, and managing strategic vendor relationships.
• Demonstrated success partnering with business leaders to deliver technology solutions that improve customer and operational outcomes.
• Excellent communication and executive presentation skills.

Preferred Qualifications

• Experience administering or architecting NICE CXone.
• Experience leading enterprise CCaaS migrations or large-scale platform transformations.
• Experience with AI-enabled contact center capabilities, including virtual agents, Agent Assist, speech analytics, sentiment analysis, and conversational AI.
• Experience integrating contact center platforms with Salesforce Service Cloud, CRM platforms, workforce management solutions, identity platforms, and enterprise data platforms.
• Experience working within healthcare, healthcare technology, financial services, payments, or other highly regulated industries.
• Familiarity with Agile delivery, ITIL, DevOps, enterprise architecture, and product operating models.