Director, Contact Center Technology

Zelis • Boston, MA

23h • $153,000 - $193,800 • Hybrid

About The Position

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.
At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.
You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.
The Director, Contact Center Technology will lead the strategy, roadmap, delivery, and ongoing evolution of the enterprise contact center and telephony technology ecosystem. This leader will own the full Contact Center as a Service platform landscape, including NICE CXone / CX1 or future-state alternatives, voice infrastructure, routing, IVR, workforce technology integrations, reporting enablement, automation capabilities, and related customer and employee experience technologies. This role is accountable for ensuring the contact center technology platform is reliable, scalable, secure, cost-effective, and aligned to business needs. The Director will partner closely with operations, customer experience, product, compliance, enterprise architecture, infrastructure, security, data, and vendor partners to deliver a modern, resilient, and business-enabling contact center technology capability. The ideal candidate is a hands-on strategic leader with deep CCaaS experience, strong telephony knowledge, excellent business partnership skills, and a proven ability to build and lead high-performing technology teams. This person should be comfortable operating at both the executive roadmap level and the detailed platform-design level.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field, or equivalent experience.
• 10+ years of experience leading enterprise technology, contact center technology, telephony, or customer experience platforms.
• 5+ years of people leadership experience managing technical teams.
• Deep experience with enterprise CCaaS platforms such as NICE CXone, Genesys Cloud, Five9, Amazon Connect, Talkdesk, Cisco, or similar solutions.
• Strong understanding of contact center telephony, including SIP, IVR, voice routing, carrier management, call recording, and queue design.
• Experience developing technology roadmaps, leading platform transformations, and managing strategic vendor relationships.
• Demonstrated success partnering with business leaders to deliver technology solutions that improve customer and operational outcomes.
• Excellent communication and executive presentation skills.

Nice To Haves

• Experience administering or architecting NICE CXone.
• Experience leading enterprise CCaaS migrations or large-scale platform transformations.
• Experience with AI-enabled contact center capabilities, including virtual agents, Agent Assist, speech analytics, sentiment analysis, and conversational AI.
• Experience integrating contact center platforms with Salesforce Service Cloud, CRM platforms, workforce management solutions, identity platforms, and enterprise data platforms.
• Experience working within healthcare, healthcare technology, financial services, payments, or other highly regulated industries.
• Familiarity with Agile delivery, ITIL, DevOps, enterprise architecture, and product operating models.

Responsibilities

• Lead Contact Center Technology Strategy
• Define and execute the multi-year roadmap for Zelis' enterprise contact center technology ecosystem.
• Own the vision and strategy for CCaaS platforms, including NICE CXone and future-state technologies.
• Drive modernization initiatives across voice, digital channels, IVR, routing, self-service, AI, automation, analytics, and workforce enablement.
• Evaluate emerging technologies and industry trends to continuously improve customer experience, operational efficiency, and platform scalability.
• Own Platform Delivery and Operational Excellence
• Lead the implementation, enhancement, and lifecycle management of enterprise contact center technologies.
• Ensure platform reliability, performance, security, resiliency, and compliance.
• Oversee routing strategies, telephony configuration, IVR design, queue management, integrations, and release management.
• Establish governance, operational standards, monitoring, documentation, and support processes that enable long-term success.
• Drive Telephony and Voice Technology
• Provide strategic leadership for enterprise telephony, SIP, carrier relationships, call routing, recording, and voice quality.
• Partner with Infrastructure and Security teams to ensure highly available, resilient voice services.
• Lead incident management and continuous improvement efforts to optimize platform stability and customer experience.
• Build Strong Business Partnerships
• Collaborate with Customer Service, Provider and Member Services, Operations, Product, Compliance, and Executive Leadership to align technology investments with business priorities.
• Translate operational challenges into scalable technology solutions that improve service delivery and efficiency.
• Communicate roadmap priorities, investment strategies, risks, and outcomes to executive stakeholders.
• Develop High-Performing Teams
• Lead, mentor, and develop a team of engineers, administrators, analysts, and technology leaders.
• Foster a culture of accountability, innovation, continuous improvement, and customer focus.
• Build internal expertise while effectively leveraging strategic vendor partnerships.
• Manage Strategic Vendor Relationships
• Oversee relationships with CCaaS providers, telecommunications carriers, implementation partners, and managed service providers.
• Lead platform evaluations, contract negotiations, licensing optimization, and vendor performance management.
• Ensure vendors deliver measurable business value while supporting Zelis' long-term technology strategy.

Benefits

• 401k plan with employer match
• flexible paid time off
• holidays
• parental leaves
• life and disability insurance
• health benefits including medical, dental, vision, and prescription drug coverage

What This Job Offers

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