The Innovation Lead will drive transformative initiatives within the healthcare insurance provider's technology team, focusing on innovation in the omnichannel contact center ecosystem to enhance customer experience and operational efficiency. Responsibilities include identifying opportunities to innovate across customer experience channels, developing a structured innovation roadmap, and overseeing the execution of innovative technologies and processes.
Job listings
Support a global initiative to enhance the operational excellence of an AWS Connect Contact Center as a Service (CCaaS) platform. You will play a key role in creating a centralized knowledge repository and enabling seamless support for mission-critical contact center operations. The focus is on building standardized documentation, playbooks, and process flows that empower the support team to resolve issues efficiently.
Support and enhance a cloud-based Contact Center as a Service (CCaaS) platform powered by Amazon Connect focusing on enabling seamless customer experiences by building robust monitoring and observability solutions. You will work closely with cross-functional teams and vendor partners to ensure high availability, proactive issue detection, and continuous improvements to our global contact center infrastructure.