Would you like to join CVS Health, a Fortune 8 company, on our dynamic Call Center Technology Team? As a Contact Center Solution Architect of PBM Call Center Technology, you will partner with the teams driving CVS Health's member/agent service transformation in a highly visible leadership role. You are responsible for collaborating with business and IT leaders as well as technologists, vendors and development teams to shape the future of customer care in the Pharmacy Benefit Management arena. As the future strategy is shaped, your skills of working with project and product teams will come into use as you deliver solutions into production.
Duties & Responsibilities:
Working as a leader with the business and influencing the strategy to transform the technology landscape around Call Center Operations and customer service platforms.
Developing and executing strategic roadmaps for the business.
Partnering with multi-functional teams across the organization to ensure successful implementation of business and IT strategy.
IT leader responsible for executing strategies through work processes and/or IT enhancements, finding opportunities for improvement, and aligning with company goals.
To be successful in this role, you will possess the following:
Strong technical skills and experience implementing large scale customer care technology stacks (e.g. (800#, Call Routing/Scripting, IVR, Workforce Management, Chat, CRM (Salesforce/PEGA).
Strong skills in implementation and supporting Call Center Technologies and the Operations of the Call Center.
Ability to manage deadline-oriented deliverables and conflicting escalated priorities by multiple parties.
Can strategically innovate processes and/or systems to align with organizational goals.
Excellent communication skills with experience leading and influencing teams.
8 years IT industry experience in software development and/or product implementation.
5 years experience in implementation and supporting Call Center Technologies and/or the Operations of the Call Center.
3 years experience in CRM and/or SalesForce and/or PEGA
Thinks and acts strategically and pushes beyond the borders of the traditional framework.
Ability to make sound business decisions and establish compelling business cases.
You can influence without authority and drive the optimal outcome.
Ability to challenge the status quo and drive critical questions/discussions with peers, partners, clients, and leaders.
Ability to know the details, but has demonstrated the ability to a lead portfolio of 35+ Projects and >150 Project team members.
Ability to distill complex topics into understandable presentations for multiple audiences. Story telling is of critical importance.
You have strong Healthcare/PBM industry knowledge.
You understand the Business Operations of a Call Center and want to utilize your technical "Know How" and advance the Products, Integration, Use of Data and enable efficiency and self-service.
Verifiable High School diploma or GED is required.
Bachelor's degree is strongly preferred
It's a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.
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