Manager, Contact Center Technology Integration

DaVita Kidney Care

21d•Onsite

About The Position

The Manager, Contact Center Technology Integration and Support Onboarding leads a dedicated team that enables the Service Excellence Contact Center (SECC) to integrate new contact center technologies and onboard enterprise products, processes, and services into its contact center portfolio. SECC serves as a Tier 1 support hub across IT, People Services, Lab Customer Support, Purchasing, Home On-Call Nursing, Accounts Payable, and Payroll. The role champions operational readiness, establishes frontline workflows, ensures tools and knowledge are available, aligns staffing forecasts, and measures outcomes to improve teammate satisfaction, customer experience, service effectiveness, and continuous improvement. It governs the onboarding framework from intake and readiness planning through launch execution, support-model design, and operational handoffs. The manager partners with project teams and Workforce Management, coordinates frontline readiness materials, reviews post-launch performance, and leads a team focused on integration, support readiness, process onboarding, measurement, and stakeholder alignment. The position is based at 5200 Virginia Way, Brentwood, Tennessee. Limited travel may be required. Occasional evening or weekend availability may be needed during major technology cutovers, pilot launches, enterprise releases, or critical operational incidents.

Requirements

At least 5 years of experience in contact center operations, service desk operations, shared services, product implementation, technology enablement, project management, process improvement, or operational leadership.
At least 2 years of direct people leadership, team leadership, project leadership, or matrixed team management.
Hands-on experience supporting or implementing CCaaS platforms, contact center technologies, case management platforms, knowledge management tools, workflow automation, AI-enabled support, CRM solutions, telephony, chat, Workforce Management, or quality management systems.
Demonstrated ability to manage competing priorities, drive cross-functional alignment, translate complex requirements into operational execution, and influence stakeholders without direct authority.
Strong analytical capability to define KPIs, analyze operational datasets, identify trends, and implement actionable process enhancements.
Excellent written, verbal, and interpersonal communication skills across all levels, from frontline teammates to senior executives.

Nice To Haves

Bachelor’s degree in Business, Operations, Information Technology, Healthcare Administration, Information Systems, or a related field, or equivalent progressive work experience.
Experience with NICE CXone, ServiceNow, Microsoft Teams, Microsoft Office, Tableau or other BI tools, and AI-enabled support capabilities.
Lean, Six Sigma, Prosci Change Management, PMP/Project Management, ITIL, ServiceNow, Customer Experience, or Knowledge Management certifications.

Responsibilities

Lead integration of new contact center technologies into SECC workflows, ensuring alignment with operational requirements, stakeholder needs, service standards, compliance mandates, teammate experience, and measurable business value.
Establish and govern the end-to-end operating framework for onboarding enterprise products, processes, releases, and supported services into SECC channels, including intake, readiness planning, launch execution, support-model design, and operational handoffs.
Partner with cross-functional project teams to evaluate customer impact, anticipated support volumes, launch timelines, support complexity, knowledge requirements, escalation paths, and operational risks.
Collaborate with Workforce Management to forecast staffing and capacity needs for pilots, soft launches, and general releases using volume projections, channel mix, complexity, and seasonality; communicate readiness risks and mitigation strategies to leadership.
Gather, validate, and coordinate frontline operational assets before launch, including knowledge articles, tool access, workflow documentation, decision trees, training plans, job aids, and escalation contacts.
Monitor and assess post-launch performance, including adoption, tool utilization, SLAs, First Contact Resolution, ticket quality, escalation rates, Average Handle Time, CSAT, teammate satisfaction, and recurring issue trends.
Lead, coach, and develop teammates focused on technology integration, support readiness, process onboarding, measurement, stakeholder alignment, and continuous improvement.
Perform other related duties and special projects as assigned.