VP, Contact Center and Voice Technology

Job Summary:

The Vice President, Contact Center, Voice and Omnichannel Technology is responsible for defining and executing the technology vision, architecture, and transformation roadmap for contact center and voice technology capabilities across the enterprise; aligned with KPs Omnichannel program.

This role provides strategic and hands on leadership to modernize platforms, enable omnichannel engagement (voice, chat, secure messaging, video, and emerging channels), and deploy advanced capabilities such as IVR modernization, conversational AI, agent assist, sentiment analysis, and call summarization - all aligned to KPs Responsible AI framework and regulatory obligations.

The Vice President acts as a key technology partner to the Omnichannel Program and works closely with digital experience leaders and contact center operations executives to ensure technology enablement aligns to business outcomes, labor considerations, and clinical reliability requirements.

The Vice President, Contact Center, Voice and Omnichannel technology leads a team of approximately 150 resources and manages an annual budget of $120M OPEX and $5M CAPEX. They also have significant oversight of investment spend ($25-30M) Essential Responsibilities:

• Enterprise Technology Leadership
• Establish and own the enterprise contact center, voice, and omnichannel technology strategy, ensuring alignment with broader digital experience, customer engagement, and technology modernization goals.
• Serve as the senior technology authority for all contact center platforms, enterprise voice services (primarily SIP), and omnichannel engagement technologies.
• Provide executive-level guidance on platform architecture, resiliency, scalability, and regulatory compliance in a healthcare environment.
• Contact Center Transformation & CCaaS Migration
• Lead the end to end execution of the migration from legacy on premises contact center platforms to a unified CCaaS solution, including phased deployment, coexistence strategies, and controlled decommissioning of legacy systems.
• Define and execute a migration approach that balances near-term stability with long-term transformation, ensuring existing platforms continue to evolve while the future-state platform is deployed.
• Partner closely with contact center operations leaders to support adoption, minimize disruption, and respect represented labor agreements.
• Omnichannel Enablement & Experience Advancement
• Drive the technology roadmap for omnichannel engagement, enabling seamless experiences across voice, chat, secure messaging, video, and future channels.
• Ensure effective integration with multiple Customer Relationship Management (CRM) ecosystems, while recognizing that CRM ownership resides outside this role.
• Enable experience-led capabilities that materially improve member, patient, and agent experience.
• Voice & SIP Technology Leadership
• Own enterprise voice technology strategy, including SIP-based services, legacy POTS where required, call routing, resiliency, and business continuity.
• Provide operational leadership for voice carrier relationships supporting contact center environments, in coordination with network and data services leadership.
• Ensure high availability solutions with enterprise grade objectives for mission-critical availability within member-facing, clinical and pharmacy contact centers.
• AI, Automation & Responsible Innovation
• Advance the use of AI-enabled capabilities such as IVR modernization, conversational AI, agent assist, sentiment analysis, and call summarization.
• Ensure all AI deployments align with the organizations Responsible AI framework, regulatory obligations, and labor considerations.
• Establish governance models for introducing new technologies at scale with transparency and trust.
• Stakeholder Partnership & Influence
• Act as a primary technology interface to the key business operations and digital experience leaders.
• Build strong partnerships with contact center operations executives to ensure technology strategies enable business priorities.
• Communicate complex technical strategies clearly to executive, clinical, and operational audiences.
• Financial, Vendor & Organizational Leadership
• Lead a large internal technology organization and manage significant vendor, integrator, and cloud-provider relationships.
• Ensure disciplined financial management, contract oversight, and value realization across a complex vendor ecosystem.
• Develop talent, succession plans, and organizational capabilities required to support long-term platform ownership.

This position has a target base salary of $279,000 to $348,750 and is eligible for incentive compensation, an executive allowance, comprehensive health, wellness, time off, savings, and retirement benefits, as well as relocation support, as applicable.