AVP – Genesys CCaaS Platform Delivery & Operations

Humana • Work at Home - Kentucky, KY

7d • $189,400 - $260,500 • Remote

About The Position

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We are seeking a highly accomplished and execution-oriented Assistant Vice President to lead the delivery, modernization, and operations of enterprise Contact Center Technologies, Conversational AI, and omni-channel customer engagement platforms. This leader will be responsible for driving large-scale transformation initiatives across voice, digital, IVR/IVA, and AI-powered customer and provider experiences, with a strong emphasis on Conversational AI platforms, Google CCAI/GECX or similar technologies, Genesys Cloud CX, and enterprise AI adoption.
The ideal candidate combines deep expertise in contact center technologies with hands-on knowledge of Conversational AI and a proven track record of delivering complex technology programs. This role requires a leader who can effectively bridge strategy and execution, accelerate AI-driven innovation, and deliver measurable business outcomes through operational excellence, disciplined execution, and strong stakeholder engagement.
This individual will provide end-to-end leadership for cloud contact center platforms, AI-enabled self-service solutions, conversational experiences, and customer engagement technologies while ensuring scalability, reliability, efficiency, and continuous innovation.

Requirements

• Hands-on experience leading Conversational AI implementations, including Google CCAI/GECX or equivalent platforms, virtual agents, conversational design, intent modeling, fulfillment integrations, analytics, and continuous optimization.
• Proven success delivering enterprise-scale AI-powered customer engagement solutions that drive measurable improvements in containment, automation, customer experience, operational efficiency, and business outcomes.
• Strong understanding of Generative AI, Conversational AI, Agent Assist, Voice AI, knowledge management integrations, and AI governance within regulated enterprise environments.
• Demonstrated ability to lead both strategy and execution with a consistent track record of delivering complex AI and contact center transformation programs on schedule and within budget.
• Experience modernizing legacy IVR environments into AI-enabled conversational experiences leveraging Google GECX or similar technologies.
• Deep technology leadership experience with the ability to engage directly with architecture, engineering, testing, DevOps, and operational teams to drive execution, resolve delivery challenges, and accelerate outcomes.
• Strong experience leading large-scale cloud transformation, platform modernization, and enterprise technology delivery initiatives.
• Proven ability to build and develop high-performing teams while driving a culture of accountability, innovation, and continuous improvement.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 12+ years of experience in IT leadership roles, with at least 5 years managing Genesys cloud contact center platforms.
• Proven track record in leading large-scale platform transformation, cloud migration, and technology operations.
• Strong leadership skills with experience managing global teams, vendors, and stakeholders.
• Excellent communication, problem-solving, and decision-making abilities.
• Experience as a Development Lead in Customer Service Technology with strong knowledge of Genesys and Google CCAI Conversational platforms.
• Demonstrated ability to employ judgment and experience to make rapid, complex decisions.
• Highly developed interpersonal, presentation, and communication skills (written and oral).
• Self-provided internet service must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Nice To Haves

• Genesys Cloud certifications preferred.
• East Coast location preferred.

Responsibilities

• Define and lead the strategy, roadmap, and execution of enterprise contact center technologies, including Conversational AI, Google CCAI/GECX or similar platforms, Genesys Cloud CX, IVR/IVA, voice, digital, and omni-channel customer engagement capabilities.
• Drive enterprise-wide transformation initiatives that modernize legacy customer service platforms into AI-powered, cloud-based conversational experiences.
• Lead the design, implementation, and adoption of Conversational AI solutions that enhance customer and provider experiences while improving containment, automation, and operational efficiency.
• Own end-to-end delivery of AI and contact center transformation programs, ensuring strong governance, measurable outcomes, quality execution, and business alignment.
• Partner with business, product, operations, architecture, and technology leaders to develop scalable solutions that address evolving customer and provider needs.
• Establish robust operating models to support AI-enabled delivery, including roadmap management, risk mitigation, release planning, adoption strategies, and value realization.
• Build strategic partnerships with technology providers, cloud vendors, and internal stakeholders to maximize the value of enterprise AI and contact center investments.
• Create a culture of execution excellence, accountability, and ownership across teams and vendor partners.
• Lead complex programs from strategy through implementation, including planning, architecture readiness, dependency management, testing, deployment, and operational stabilization.
• Drive delivery through Agile methodologies, outcome-based planning, and product-centric operating models.
• Establish and monitor key performance indicators, platform health metrics, adoption measures, and business outcome tracking.
• Provide hands-on leadership during critical delivery milestones, production deployments, executive escalations, and high-priority operational events.
• Ensure consistent execution discipline, proactive risk management, and timely delivery of strategic initiatives.
• Simplify complex challenges, remove organizational barriers, and maintain momentum across enterprise transformation programs.
• Champion the adoption of Conversational AI, Generative AI, intelligent automation, Agent Assist, and self-service capabilities to transform customer and provider interactions.
• Lead continuous optimization of conversational experiences through analytics, customer insights, and AI-driven enhancements.
• Partner with product and business teams to identify opportunities where AI can improve service quality, reduce effort, and create measurable value.
• Ensure AI solutions are designed, implemented, and governed in accordance with enterprise security, compliance, and responsible AI standards.
• Stay current on emerging AI technologies and industry trends to influence future platform strategies and innovation roadmaps.
• Lead and develop high-performing teams spanning platform engineering, Conversational AI, IVR/IVA development, digital engagement, DevOps, production support, and vendor management.
• Foster a culture of innovation, accountability, collaboration, and continuous learning.
• Mentor leaders and technical teams to advance AI capabilities, delivery excellence, engineering maturity, and business alignment.
• Collaborate closely with customer service, provider experience, operations, product, and technology leadership teams to deliver customer-centric solutions.
• Build strong partnerships across business and technology organizations to align priorities, manage trade-offs, and deliver strategic outcomes.
• Champion Agile, DevOps, automation, observability, and modern engineering practices to improve speed, quality, and operational effectiveness.

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager