Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.We're on a mission to bring the focus back to what truly matters - patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 12 billion transactions annually, our influence is continually expanding.Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.We are seeking an accomplished
Director of Contact Center Technologies to lead our initiatives in optimizing corporate applications and enhancing our contact center automation strategy. In this senior leadership role, you will drive the vision and execution of technology solutions that improve operational efficiency and elevate customer experiences across the organization. You will collaborate with executive leadership to align technology strategies with business objectives and oversee the internal business systems team. You will shape the future of the contact center operations, ensuring exceptional omnichannel customer experiences with the use of technology solutions and advanced workflows.The goal is to deliver solutions to support the delivery of outstanding service, providing proactive dashboards and data to customers to resolve queries efficiently, and increase first contact resolution.
Sponsorship, in any form, is not available for this position.Location: Remote, US
Why you want to work on this team:- If you have a passion for solving complex problems in a fast-paced environment
- Enjoy coaching and mentoring a high performing work team
- Excited about working for a company that is dedicated to innovation and transformation
To be qualified for this position you:- Minimum of 7 years of experience in similar role in a mid-sized contact center
- Minimum of 4 years of experience in Cloud Computing (SaaS, PaaS) telephony systems (NICE) and Salesforce.com
- Minimum of 6 years of managing technology teams
- Minimum of 6 years experience managing complex technology solutions including B2B workflows
- Mastery operating in an Agile or Hybrid delivery model
- Bachelor's degree or equivalent work experience
You will set yourself apart with:- Experience working with technology platforms in addition to telephony platforms
- Experience with Salesforce
- Healthcare Technology
You will be:- Establishing performance metrics and KPIs to assess team effectiveness and drive accountability.
- Analyzing metrics on platform/system performance as well as feedback from the business to ensure KPIs meet or exceed targets.
- Owning user management processes, including license requirements for contact center technologies.
- Developing and implementing a comprehensive strategy for corporate applications and contact center automation that aligns with business goals and drives innovation.
- Leading the evaluation and selection of technology solutions that enhance operational efficiency and customer satisfaction.
- Building and maintaining a stable and scalable technology platform including voice, messaging, chat, SMS, and self-service/AI channels.
- Overseeing and mentoring a team of application specialists and automation experts, fostering a culture of collaboration, continuous improvement, and professional growth.
- Inspiring and coordinating your management team, ensuring they're motivated and engaged.
- Overseeing recruitment, training, and coaching strategies.
- Staying abreast of industry trends and emerging technologies, proactively recommending innovations that can improve service delivery and operational efficiency.
- Leading initiatives aimed at process optimization, ensuring a seamless integration of new technologies into existing workflows.
- Developing and implementing continuous improvement plans based on employee and customer insights.
- Providing insight on new tools and technologies (telephony, CRM, workforce management) to create a cost-effective operation that consistently meets SLAs.
- Taking charge of end-to-end customer contact processes, working to improve efficiency, provide accessible data and information to reduce calls or drive them to lower cost alternatives.
- Partnering with executive leadership and key stakeholders across departments (Sales, Customer Support, IT) to identify opportunities for automation and application enhancements.
- Facilitating strategic discussions to ensure alignment of technology initiatives with organizational objectives.
- Demonstrating ability to build relationships and partnerships across a diverse set of IT Leaders and business partners.
- Ability to manage SaaS vendors to ensure they are meeting SLAs and KPIs.
- Leading the evaluation and integration of vendor packages focused on enhancing customer experience by increasing agent engagement and empowerment.
Availity culture and benefits: - Availity is a certified Great Place to Work ! Culture is important to us and there are many ways for you to make your mark here!
- We have several Diversity & Inclusion teams, a Young Professionals Group, a She Can Code IT group for women in tech, and various ways to engage with fellow Availity associates.
- Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
- Don't feel like wearing business attire? Cool, you can wear jeans - we are a casual place.
- We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
- We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
- Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
- Interested in furthering your education? We offer education reimbursement!
- Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
- Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.
Next steps: After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.
Interview process: - Recruiter Recorded Video Pre-Screen
- Video Interview with Hiring Manager
- Video Interview with Vice President, Provider Services
- Video Panel Interview
- Final Video Interview with Chief Technology Officer
Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at Click the links below to view Federal Employment Notices.Family & Medical Leave Act Equal Employment Law Poster Pay Transparency Employee Polygraph Protection Act IER Right to Work Poster Important Notice about Employee Rights to Organize and Bargain Collectively with Their Employers