Innovation Lead (CcaaS CX)

We are seeking a dynamic Innovation Lead to drive the transformation of our healthcare insurance providers contact center ecosystem. This role will spearhead the migration from legacy contact center technologies to modern cloud-based CX platforms (e.g. Google Dialogflow Amazon Connect NICE CXone Genesys Cloud) while ensuring innovation aligns with business objectives. Travel to United States is required for the role candidate with previous or current US visa would be preferrable. 

Responsibilities:

• Lead the innovation and migration strategy from legacy systems to modern CCaaS platforms (Google CCAI Amazon Connect Genesys NICE CXone) ensuring alignment with business goals cost efficiency and improved CX metrics (CSAT NPS FCR).**

• Identify and implement AI/ML-driven solutions (chatbots NLP predictive routing speech analytics) to enhance omnichannel CX (voice chat email IVR) and operational efficiency.

• Own end-to-end execution of cloud migration including integration scalability security (HIPAA/SOC2 compliance) and CI/CD/DevOps automation for seamless transitions.

• Quantify and communicate business impact (ROI cost savings CX improvements) to stakeholders securing executive buy-in through data-driven insights and regular progress updates.

• Collaborate cross-functionally with IT Operations Product and vendors to prioritize initiatives manage budgets and ensure smooth adoption of new technologies.

• Drive a culture of innovation by staying ahead of CX/CCaaS trends (GenAI automation WFM tools) and piloting scalable solutions for competitive advantage.

• Optimize resource allocation and vendor partnerships to deliver projects on time within scope and with measurable outcomes.

Qualifications :

• 4 years in innovation CX transformation or cloud contact center (CCaaS) migration (healthcare/insurance experience a plus).

• Hands-on expertise in Google CCAI (Dialogflow) Amazon Connect Genesys Cloud or NICE CXone implementations (Any of these).

• Strong knowledge of AI/ML in CX (chatbots NLP speech analytics predictive routing).

• Experience with cloud platforms (AWS GCP) DevOps CI/CD and test automation in contact center environments.

• Proven ability to quantify business impact (ROI cost savings CX metrics) and align tech initiatives with revenue/cost goals.

• Exceptional stakeholder management with experience influencing C-level executives.

Nice to have:

• Certifications in AWS Connect Google CCAI or CCaaS platforms.

• Background in healthcare/insurance compliance (HIPAA PCI).

• Familiarity with CRM integrations (Salesforce Zendesk) and workforce optimization (WFM QM) tools.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance language courses and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs mentorship and talent investment programs internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars including IT education community empowerment fair operating practices environmental sustainability and gender equality. 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Contract