Associate Director - Contact Center Technologist
About The Position
Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. We are driven by a commitment to exceed client expectations and are proud to be a trusted partner to many of the nation's leading healthcare organizations. Our mission to drive patient-centered, value-driven outcomes has earned us prestigious industry accolades. To learn more about us, visit www.impact-advisors.com We are seeking an experienced Contact Center Technologist to lead the design, implementation, and optimization of our omnichannel contact center environment within a healthcare setting. This strategic role requires a deep understanding of multi-channel communications including voice, chatbots, SMS, and conversational AI and a passion for integrating cutting-edge technologies to enhance patient engagement and operational efficiency.
Requirements
- Minimum of 10 years hands-on experience in contact center design, implementation, and management, preferably within healthcare organizations.
- Proven experience with voice, chatbot, SMS, and emerging communication channels.
- Strong working knowledge of at least two of the following platforms: Avaya, Cisco Contact Center solutions, Genesys, Talkdesk, Amazon Connect, or equivalent.
- Deep understanding of integrating AI-driven chatbots and voice assistants, including tools like Amazon Lex or proprietary AI engines.
- IVR development and scripting, API integrations and cloud-based contact center deployment, Scripting languages (e.g., JavaScript, Python) for customization, Data security and HIPAA compliance.
- Ability to lead cross-functional projects and manage multiple priorities.
- Strong stakeholder engagement, presentation, and technical documentation skills.
- Bachelor’s degree in Computer Science, Engineering, Information Technology, Healthcare Informatics, or a related field (Master’s preferred).
Nice To Haves
- CCXP, CCNA, AWS Solutions Architect, or platform-specific certifications.
Responsibilities
- Lead the architecture and deployment of end-to-end contact center solutions, ensuring seamless omnichannel integrations across voice, messaging, and chatbot platforms.
- Incorporate the latest conversational AI and natural language understanding technologies into call flows to deliver improved, automated, and personalized customer interactions.
- Hands-on management and optimization of contact center platforms such as Amazon Connect, Avaya, Cisco, Genesys, Talkdesk, or other leading solutions.
- Collaborate with stakeholders (clinical, administrative, IT) to gather requirements, develop technical specifications, and deliver scalable solutions aligned with healthcare compliance standards (e.g., HIPAA).
- Stay current on emerging contact center trends, tools, and best practices; evaluate new technologies for implementation.
- Provide technical guidance and support for system issues, integration challenges, and platform upgrades.
- Develop detailed technical documentation and lead training sessions for staff and agents on new or updated contact center solutions.
- Ensure all solutions meet healthcare regulatory requirements, including data privacy and security protocols.
Benefits
- annual performance bonus
- Additional benefits and perks may also be available, depending on the position and employment terms.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
