Salesforce Healthcare Solutions Lead with Contact Center

Cognizant • Bridgewater, NJ

5h • $130,000 - $180,000

About The Position

Salesforce Healthcare Solutions Lead with Contact Center
Responsibilities:
Client Engagement & Sales Leadership
· Lead technical discovery, solutioning, and CX transformation conversations with C-suite, business and IT stakeholders.
· Develop and deliver compelling demos, value propositions, and industry-specific POVs for Salesforce Health Cloud, Service Cloud, and Contact Center platforms.
· Partner with Sales teams to drive deal strategy, competitive positioning, and customer engagement plans.
· Translate client challenges into differentiated solution roadmaps across patient experience, care management, contact center modernization, and CRM transformation.
· Solution Architecture & Technical Expertise
· Design high-level solution architecture integrating Salesforce Health Cloud, Service Cloud Voice, Contact Center technologies (AWS Connect, Genesys, NICE, Five9, etc.), and third-party systems.
· Provide architectural oversight for interoperability with EHRs (Epic, Cerner), data platforms, AI/ML, and workflow automation.
· Lead assessments and build implementation roadmaps for patient access, care coordination, telehealth, omnichannel engagement, and digital front door solutions.
· Guide customers on best practices for data security, compliance (HIPAA, HITRUST), integration, and scalability.
· Industry Knowledge & Advisory
· Bring subject matter expertise on Healthcare operations (provider/payer), patient experience, care management, and population health.
· Advise customers on maximizing Salesforce platform capabilities: Health Cloud, Data Cloud, Einstein AI, OmniStudio, Service Cloud, Marketing Cloud for patient outreach.
· Provide industry thought leadership, create collateral, and present at conferences or executive briefings.
· Cross-Functional Collaboration
· Collaborate with product, delivery, and engineering teams to shape solution positioning and future offerings.
· Support RFP responses, solution estimation, SOW development, and customer workshops.
· Mentor junior pre-sales and solution engineering team members.

Requirements

• 15+ years total experience in Customer Experience, CRM, Contact Center, Healthcare technology roles.
• 7+ years hands-on experience with Salesforce (Health Cloud, Service Cloud, Experience Cloud, or Data Cloud)
• Salesforce certifications (Health Cloud, Service Cloud Consultant, OmniStudio, Data Cloud, CTA-level architecture exposure).
• Strong understanding of Contact Center technologies (Amazon Connect, NICE, Genesys, Five9, Cisco, etc.).
• Proven experience leading solution consulting, or client-facing architecture roles.
• Deep understanding of Healthcare workflows (patient access, scheduling, care coordination, utilization management, case management, claims).
• Ability to articulate complex technical concepts to both executive and technical audiences.
• Experience designing or selling end-to-end CX and digital front door solutions.
• Strong analytical, communication, and presentation skills.

Nice To Haves

• Certifications or experience with AWS/Amazon Connect, Genesys Cloud CX, NICE CXone, or equivalent contact center technologies.
• Familiarity with HL7/FHIR, EHR integration, healthcare data standards, and compliance frameworks.
• Experience with AI/ML for patient engagement, care management automation, or agent assist capabilities.
• Experience in healthcare consulting or major system integrators

Responsibilities

• Lead technical discovery, solutioning, and CX transformation conversations with C-suite, business and IT stakeholders.
• Develop and deliver compelling demos, value propositions, and industry-specific POVs for Salesforce Health Cloud, Service Cloud, and Contact Center platforms.
• Partner with Sales teams to drive deal strategy, competitive positioning, and customer engagement plans.
• Translate client challenges into differentiated solution roadmaps across patient experience, care management, contact center modernization, and CRM transformation.
• Design high-level solution architecture integrating Salesforce Health Cloud, Service Cloud Voice, Contact Center technologies (AWS Connect, Genesys, NICE, Five9, etc.), and third-party systems.
• Provide architectural oversight for interoperability with EHRs (Epic, Cerner), data platforms, AI/ML, and workflow automation.
• Lead assessments and build implementation roadmaps for patient access, care coordination, telehealth, omnichannel engagement, and digital front door solutions.
• Guide customers on best practices for data security, compliance (HIPAA, HITRUST), integration, and scalability.
• Bring subject matter expertise on Healthcare operations (provider/payer), patient experience, care management, and population health.
• Advise customers on maximizing Salesforce platform capabilities: Health Cloud, Data Cloud, Einstein AI, OmniStudio, Service Cloud, Marketing Cloud for patient outreach.
• Provide industry thought leadership, create collateral, and present at conferences or executive briefings.
• Collaborate with product, delivery, and engineering teams to shape solution positioning and future offerings.
• Support RFP responses, solution estimation, SOW development, and customer workshops.
• Mentor junior pre-sales and solution engineering team members.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

What This Job Offers

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