Sr. Manager, Contact Center Platforms & AI

University of Miami•Medley, FL

7d•Onsite

About The Position

The Sr Manager, Contact Center Platforms & AI (H) provides leadership and oversight for contact center platforms, artificial intelligence, automation, digital engagement technologies, and operational analytics supporting UHealth contact center operations. The incumbent leads the implementation, optimization, and governance of technology solutions, partners with key stakeholders to improve service delivery and operational efficiency and drives innovation through scalable digital and AI-enabled solutions that enhance the patient and employee experience.

Requirements

Bachelor’s degree in relevant field required
Minimum 5 years of relevant experience required
Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness.
Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change.
Financial Oversight: Knowledge of financial operations and management.
Team Leadership: Ability to create and maintain a cohesive and productive team environment, build positive working relationships and work collaboratively with others.
Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively.
Any relevant education, certifications and/or work experience may be considered.

Responsibilities

Leads strategic initiatives focused on contact center platforms, artificial intelligence, automation, digital engagement, and operational excellence across UHealth.
Translates organizational goals into actionable roadmaps, programs, and technology initiatives that enhance service delivery, operational performance, and patient experience.
Provides leadership and oversight for contact center platforms, patient engagement technologies, automation solutions, and digital communication tools supporting enterprise operations.
Oversees platform ownership, governance, administration, configuration, and lifecycle management of contact center and digital engagement technologies.
Leads the evaluation, selection, implementation, and optimization of technology solutions that support contact center operations, patient communications, and enterprise service delivery.
Oversees enterprise automation, artificial intelligence, virtual agent, conversational AI, intelligent routing, and self-service capabilities to improve efficiency and customer experience.
Directs workflow redesign, process improvement, and technology enablement initiatives that streamline operations and promote standardization across the organization.
Partners with operational, clinical, administrative, information technology, telecommunications, and application leaders to identify business needs, prioritize initiatives, and develop scalable solutions.
Establishes performance measurement strategies, key performance indicators, dashboards, scorecards, and reporting frameworks to monitor operational effectiveness, service levels, and business outcomes.
Leads enterprise analytics, operational intelligence, interaction analytics, and voice-of-the-customer programs to identify trends, risks, opportunities, and actionable insights.
Develops business cases, operational assessments, strategic recommendations, and return-on-investment analyses to support technology investments and organizational priorities.
Manages the intake, prioritization, governance, and execution of platform enhancements, technology initiatives, and operational improvement projects.
Provides leadership, coaching, and development to assigned staff while fostering a culture of accountability, innovation, collaboration, and continuous improvement.
Leads change management, communication, training, adoption, and stakeholder engagement activities to support successful implementation and long-term sustainability of technology initiatives.
Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.