Innovation Lead (CcaaS / CX)

undefined ago • 4 Years +

Job Summary

Job Description

We are seeking a dynamic Innovation Lead to drive the transformation of our healthcare insurance provider’s contact center ecosystem. This role will spearhead the migration from legacy contact center technologies to modern cloud-based CX platforms (e.g., Google Dialogflow, Amazon Connect, NICE CXone, Genesys Cloud) while ensuring innovation aligns with business objectives. The role requires a valid US visa to enable travel once per quarter.

Must have:

Lead innovation and migration strategy from legacy systems to modern CCaaS platforms
Identify and implement AI/ML-driven solutions to enhance omnichannel CX
Own end-to-end execution of cloud migration, including integration, scalability, security
Quantify and communicate business impact to stakeholders
Collaborate cross-functionally with IT, Operations, Product, and vendors
Drive a culture of innovation by staying ahead of CX/CCaaS trends
Optimize resource allocation and vendor partnerships

Good to have:

Certifications in AWS Connect, Google CCAI, or CCaaS platforms
Background in healthcare/insurance compliance (HIPAA, PCI)
Familiarity with CRM integrations (Salesforce, Zendesk) and workforce optimization (WFM, QM) tools

Perks:

Culture of Relentless Performance
Competitive Pay and Benefits (health insurance, language courses, relocation program)
Work From Anywhere Culture (remote work flexibility)
Growth Mindset (professional development opportunities, certification programs, mentorship, talent investment programs, internal mobility, internship opportunities)
Global Impact (collaborate on impactful projects for top global clients)
Welcoming Multicultural Environment (dynamic, global team, inclusive, supportive, open communication, regular team-building company social events)
Social Sustainability Values (IT education, community empowerment, fair operating practices, environmental sustainability, gender equality)

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Job Details

The role requires a valid US visa to enable travel once per quarter.

Responsibilities:

Lead the innovation and migration strategy from legacy systems to modern CCaaS platforms (Google CCAI, Amazon Connect, Genesys, NICE CXone), ensuring alignment with business goals, cost efficiency, and improved CX metrics (CSAT, NPS, FCR).
Identify and implement AI/ML-driven solutions (chatbots, NLP, predictive routing, speech analytics) to enhance omnichannel CX (voice, chat, email, IVR) and operational efficiency.
Own end-to-end execution of cloud migration, including integration, scalability, security (HIPAA/SOC2 compliance), and CI/CD/DevOps automation for seamless transitions.
Quantify and communicate business impact (ROI, cost savings, CX improvements) to stakeholders, securing executive buy-in through data-driven insights and regular progress updates.
Collaborate cross-functionally with IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies.
Drive a culture of innovation by staying ahead of CX/CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage.
Optimize resource allocation and vendor partnerships to deliver projects on time, within scope, and with measurable outcomes.

Qualifications

4+ years in innovation, CX transformation, or cloud contact center (CCaaS) migration (healthcare/insurance experience a plus).
Hands-on expertise in Google CCAI (Dialogflow), Amazon Connect, Genesys Cloud, or NICE CXone implementations (Any of these).
Strong knowledge of AI/ML in CX (chatbots, NLP, speech analytics, predictive routing).
Experience with cloud platforms (AWS, GCP), DevOps, CI/CD, and test automation in contact center environments.
Proven ability to quantify business impact (ROI, cost savings, CX metrics) and align tech initiatives with revenue/cost goals.
Exceptional stakeholder management, with experience influencing C-level executives.