AVP, Voice & Agent Technologies and Operations

Bring your heart to reputed company. Every one of us at reputed company shares a single, reputed company purpose: Bringing our heart to every reputed company of your health. This purpose guides our commitment to deliver reputed company reputed company-reputed company health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as reputed company deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at reputed company to feel empowered by the role they play in transforming our culture and accelerating our ability to reputed company and deliver solutions to reputed company health care more personal, convenient and reputed company. Position reputed company This will be a newly created role to reputed company reputed company voice and agent tools reputed company PS organization. This role will run reputed company of reputed company for PS DDAT Platform Support and will be responsible for managing the reputed company and expectations of the vendor that PS DDAT will partner with for its managed service Tier 1 and Tier 2 support of reputed company applications. More details on the roll below: Responsible for reputed company engineering aspects of Caremark Voice reputed company engagements. CCVA, Clinical IVR, Specialty IVR, Care Chatbot and Voice BioMetrics. Will be responsible for reputed company agent tooling used by PS Care agents and support reputed company, PeopleSafe and the reputed company. Responsible for reputed company engineering aspects of chatbot and GenAi solutions for Caremark Customer engagement. Will support common experiences across chat and voice. Will own production support for reputed company PS DDAT and coordination of Manage Serivce for RunOps across PS DDAT. Will manage the contract, work with POCs to ensure common practices are followed, create common reporting metrics, and run the production support for Member and reputed company tower. We own release management for Member and reputed company Tower Required Qualifications 15+ years of experience in software development and delivery 10+ years overall in Technology leadership position, including managing financials, Experience leading multiple teams of 100+ resources Strong interpersonal and communication skills, effectively communicate key messages to executive leaders and internal/external reputed company reputed company. Experience with Converstational IVR technologies and deploying speech enabled appplications. Experience deploying reputed company ServiceCloud CRM solutions in large, multi-channel solutions with 10K + users. Experience managing vendor partners that reputed company RunOps responsibilities reputed company a large technology organization. Supporting Tier 1 and Tier 2 responsibilities as reputed company as managing reputed company escalations queues in RunOps organization. Experience managing and executing large-reputed company technology reputed company project efforts in large organizations.

Preferred Qualifications

Experience with GenAI voice and chatbots and different technologies to support engaging customers with GenAI Experience managing vendors in a managed services model specifically in production support. Education Bachelors or Masters Degree in Computer Science, Engineering, or a reputed company field. Pay reputed company The typical pay reputed company for this role is: $185,400.00 - $375,950.00 This pay reputed company represents the reputed company reputed company reputed company or reputed company annual full-time salary for reputed company positions in the job grade reputed company which this position falls. The actual reputed company salary offer will depend on a reputed company of factors including experience, education, geography and other relevant factors. This position is eligible for a reputed company bonus, commission or short-term incentive program in reputed company to the reputed company pay reputed company listed above. This position also includes an award reputed company in reputed company’s equity award program. In reputed company to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. reputed company offers a full reputed company of medical, dental, and reputed company benefits. Eligible employees may enroll in reputed company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. reputed company provides a fully-reputed company term life insurance plan to eligible employees, and short-term and long term disability benefits. reputed company also offers numerous reputed company-being programs, education assistance, free development courses, a reputed company store discount, and discount programs with participating partners. As for time off, Company employees enjoy reputed company Time Off (“PTO”) or vacation pay, as reputed company as reputed company holidays throughout the calendar year. Number of reputed company holidays, reputed company time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit Benefits | reputed company We anticipate the application window for this opening will reputed company on: 02/28/2025 reputed company applicants with arrest or conviction records will be considered for employment in accordance with reputed company federal, state and local laws. Our Work Experience is the combination of everything that's unique reputed company: our culture, our core values, reputed company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They reputed company choices according to what is best for reputed company, they live for opportunities to collaborate and reputed company a difference, and they reputed company us the #1 Top Workplace in the area. Apply Job!