Director, Omni-Channel Solutions

Humana • Washington DC, DC

19d • Remote

About The Position

Become a part of our caring community and help us put health first The Director, Omni-Channel Solutions devises an effective strategy for executing and delivering on IT business initiatives. The Director, Technology Solutions requires an in-depth understanding of how organization capabilities interrelate across the function or segment. Director, Omni-Channel Solutions Location: [Remote, Louisville, Dallas, Washington DC preferred} Role Overview The Director of Omni-Channel Solutions will lead strategic initiatives to deliver seamless customer experiences across digital and contact center platforms, serving as the IT owner for all BPO locations. This role demands deep expertise in contact center technologies, cloud-based solutions, and AI-driven conversational platforms, combined with strong BPO management experience. The ideal candidate will blend technical proficiency with visionary leadership to drive innovation, operational excellence, and transformation.

Requirements

• 10+ years in Contact Center Technologies, with 5+ years of Genesys Cloud experience.
• Strong BPO management experience across multiple locations.
• Proven expertise with Google CCAI/CES conversational AI solutions.
• Minimum 10 years of management experience, including leadership of large teams and strategic programs.
• Strong understanding of omni-channel customer engagement strategies.
• Excellent communication and stakeholder management skills.
• Ability to drive innovation and deliver measurable business outcomes.

Nice To Haves

• Knowledge of cloud migration strategies and security best practices.
• Familiarity with AI/ML applications in customer experience.
• Experience in telecom or large-scale enterprise environments.
• Proven success in managing large BPO operations.

Responsibilities

• Define and execute the omni-channel strategy across voice, digital, and self-service channels.
• Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security.
• Oversee integration of Genesys Cloud and Google CCAI/CES for advanced conversational AI experiences.
• Collaborate with cross-functional teams to align technology solutions with business objectives.
• Manage vendor relationships, including BPO partners, ensuring compliance with enterprise standards.
• Drive continuous improvement through analytics, automation, and emerging technologies.
• Mentor and develop a high-performing team of solution architects and engineers.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees