PRIMARY FUNCTION
The Vice President of Contact Center Platform will lead the strategy, design, and implementation of Pediatric Associates’ next-generation omni-channel platform (voice, chat, SMS, app, and email). This executive will consolidate fragmented systems and vendors into a single, enterprise-wide platform that delivers high-quality, consistent patient access on a scale. The role is accountable for reducing operational costs, enabling automation, and enhancing patient and provider experience through a unified digital front door.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not include all the duties that may be assigned.
Define and execute the contact center platform strategy that unifies all patient access channels. Lead vendor selection, integration, and migration efforts to consolidate disparate systems. Partner with Patient Experience leadership to ensure workflows, KPIs, and quality standards are aligned across teams. Implement AI-enabled features (intelligent call routing, self-service, real-time translation, chatbots). Ensure platform scalability, reliability, and security for millions of patient interactions annually. Establish governance over contact center metrics and continuous improvement processes. Collaborate with clinical, operations, and technology teams to embed the platform into end-to-end patient journeys.
SUPERVISORY RESPONSIBILITIES
Oversee all omnichannel operations for members, providers/physicians, and enterprise partners across call center, digital, and engagement functions to ensure seamless experience, performance, compliance, and alignment with organizational goals.
QUALIFICATIONS
EDUCATION: Master’s degree in health care, User Experience, Human Center Design or relevant area preferred.
EXPERIENCE:
12+ years in contact center technology leadership; 5+ years in VP/Director level role required. Proven experience leading large-scale omni-channel transformations in healthcare or other consumer industries required.KNOWLEDGE, SKILLS AND ABILITIES
Deep expertise in cloud contact center platforms (Genesys, NICE, Five9, Amazon Connect, RingCentral, Talkdesk etc.). Strong knowledge of AI integration into customer service environments. Track record of delivering measurable cost savings and service quality improvements. Skilled in defining KPIs, quality standards, and continuous improvement processes. Able to establish governance models that drive accountability and measurable outcomes. Strong partnership skills with clinical, operations, and patient experience teams. Deep understanding of infrastructure that supports millions of patient interactions annually. Commitment to platform resilience, uptime, and compliance with healthcare data standards.TYPICAL WORKING CONDITIONS
Non-patient facing. May be either full time remote/telework or rotate working in the office and remote/telework. If remote, this job must be U.S. based. Indoor work; professional office environment. Operating computer. Reach outward. Limited travel for leadership meetings and team planning.
OTHER PHYSICAL REQUIREMENTS
PERFORMANCE REQUIREMENTS
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of level of the job.
Pediatric Associates Family of Companies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, or genetic information (including family medical history). We are committed to providing reasonable accommodations to individuals with disabilities and to ensuring a fair and inclusive hiring process.