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Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers, serving 750+ payers including the top five national health plans and millions of healthcare providers and consumers. The Director, Contact Center Technology will lead strategy, roadmap, delivery, and evolution of the enterprise contact center and telephony technology ecosystem.
Key responsibilities include defining and executing a multi-year roadmap for Zelis' contact center technology platform, including NICE CXone/CX1 and future alternatives, voice infrastructure, routing, IVR, workforce technology integrations, and automation capabilities. You will own platform delivery and operational excellence, ensuring reliability, scalability, security, and cost-effectiveness. This includes overseeing implementation, enhancement, and lifecycle management of enterprise contact center technologies, establishing governance and operational standards, and driving incident management and continuous improvement.
You will provide strategic leadership for enterprise telephony, SIP, carrier relationships, call routing, and voice quality, partnering with Infrastructure and Security teams to ensure highly available services. Building strong business partnerships is critical—you'll collaborate with Customer Service, Operations, Product, Compliance, and Executive Leadership to align technology investments with business priorities and translate operational challenges into scalable solutions.
The role requires leading, mentoring, and developing a team of engineers, administrators, analysts, and technology leaders, fostering a culture of accountability, innovation, and customer focus. You will manage strategic vendor relationships with CCaaS providers, telecommunications carriers, and implementation partners, overseeing platform evaluations, contract negotiations, and vendor performance management.
Required qualifications: Bachelor's degree in IT, Computer Science, Engineering, Business, or related field (or equivalent experience); 10+ years leading enterprise technology, contact center technology, telephony, or customer experience platforms; 5+ years managing technical teams; deep experience with enterprise CCaaS platforms (NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco, or similar); strong understanding of contact center telephony including SIP, IVR, voice routing, carrier management, call recording, and queue design; demonstrated success developing technology roadmaps, leading platform transformations, and managing strategic vendor relationships.
