Sr Manager, Clinical Contact Center Technology

Labcorp • Durham, NC

11d • Hybrid

About The Position

Labcorp is seeking a hands-on, forward-thinking Senior Manager of Clinical Contact Center Technology to help lead the modernization of our clinical contact center environment. This is a player-coach role for a leader who can dive deep into technology strategy and problem-solving while also developing, mentoring, and empowering a high-performing team. This leader will drive the evaluation and implementation of advanced technologies—AI, CCaaS, agentic automation, case management, and Periscope enhancements—to enable superior customer experiences, optimized workflows, and a resilient, modernized contact center ecosystem. You will partner closely with IT, operations, and vendor teams to ensure technology solutions are stable, scalable, and aligned with clinical and operational needs. If you are energized by transformational work, passionate about people leadership, and skilled at bridging business needs with technical capabilities, this role provides the opportunity to shape the future of Labcorp’s clinical contact center technology landscape.

Requirements

• Bachelor’s degree in a relevant field such as: Information Technology, Computer Science, Engineering, Information Systems, Business Administration, etc. (Master’s degree preferred).
• 6+ years of experience in contact center technology, IT business analysis, product ownership, or technical program management
• 3+ years demonstrated success leading teams, developing talent, and achieving results through people.
• Ability to operate both strategically and hands-on, with comfort managing details while leading others.
• Experience with CCaaS platforms (e.g., AWS, Zendesk, NICE, Five9), CRM/case management systems, and digital engagement tools.
• Strong understanding of AI/automation use cases and modern contact center technologies.
• Proven ability to serve as a liaison between IT and business operations.
• Experience managing technology operations, incident processes, system stability, and vendor relationships.
• Excellent communication, prioritization, and stakeholder management skills.

Nice To Haves

• Experience in healthcare or other regulated environments; working knowledge of HIPAA.
• Experience with Periscope or large-scale UI/UX modernization programs.
• Background in AI governance, intelligent automation, or workflow design.
• ITIL, PMP/Agile, or platform certifications (preferred).

Responsibilities

• Technology Strategy & Innovation Lead the discovery, evaluation, and deployment of technologies that improve agent experience, customer outcomes, and operational efficiency.
• Drive advancements across AI, agent-assist tools, agentic automation, CCaaS capabilities, case management modernization, and Periscope UI/UX.
• Guide your team in analyzing process gaps, identifying value opportunities, and designing technology-enabled solutions.
• Partner with IT to define requirements, support architecture decisions, and drive successful system integrations.
• Oversee pilot programs, proofs of concept, and early-stage implementations.
• Cross-Functional Partnership Serve as the strategic liaison between Labcorp IT, AI teams, infrastructure, operations leadership, and technology vendors.
• Translate frontline workflows and operational challenges into clear technical requirements.
• Coordinate intake, prioritization, sequencing, and roadmap communication for technology initiatives.
• Foster alignment across stakeholders, ensuring shared understanding of timelines, risks, dependencies, and outcomes.
• Technology Operations & Reliability Oversee day-to-day technology operations for the clinical contact center, ensuring reliability, performance, and rapid issue resolution.
• Lead engagement with CCaaS platforms, CRM/case management systems, AI/automation tools, and Periscope.
• Manage processes for vendor interaction, incident management, root-cause analysis, and reporting.
• Establish proactive system monitoring practices, trend analysis, and dashboards for transparency on system performance.
• Support change management efforts tied to system updates and technology rollouts.
• Leadership & Team Development Lead, coach, and develop a skilled team specializing in technology analysis, requirements development, vendor collaboration, and issue management.
• Operate as a true player‑coach—actively contributing hands-on work while guiding team performance and growth.
• Build team capability through structured coaching, goal-setting, performance management, and career development planning.
• Champion a culture of accountability, collaboration, continuous improvement, and operational excellence.

Benefits

• Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
• Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.

What This Job Offers

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