Impact Advisors, LLC

Associate Director - Contact Center Technologist

US Remote · Director

Sponsorship not specified$25k-$50kDetected 43 days ago

JavaScriptPythonAWSComplianceProject ManagementCiscoHIPAALeadershipCommunication

About the role

Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services.
Additional Information: Travel is based on client needs and typically between 25-50% per engagement; however, it can be up to 75%.
This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.

Design and Implement: Lead the architecture and deployment of end-to-end contact center solutions, ensuring seamless omnichannel integrations across voice, messaging, and chatbot platforms.
Conversational AI Integration: Incorporate the latest conversational AI and natural language understanding technologies into call flows to deliver improved, automated, and personalized customer interactions.
Troubleshooting & Maintenance: Provide technical guidance and support for system issues, integration challenges, and platform upgrades.
Documentation & Training: Develop detailed technical documentation and lead training sessions for staff and agents on new or updated contact center solutions.
Project Management: Ability to lead cross-functional projects and manage multiple priorities.
Lead the architecture and deployment of end-to-end contact center solutions, ensuring seamless omnichannel integrations across voice, messaging, and chatbot platforms.
Provide technical guidance and support for system issues, integration challenges, and platform upgrades.
Develop detailed technical documentation and lead training sessions for staff and agents on new or updated contact center solutions.

Proven experience with voice, chatbot, SMS, and emerging communication channels.
Strong working knowledge of at least two of the following platforms: Avaya, Cisco Contact Center solutions, Genesys, Talkdesk, Amazon Connect, or equivalent.
Omnichannel Expertise: Proven experience with voice, chatbot, SMS, and emerging communication channels.
Platform Proficiency: Strong working knowledge of at least two of the following platforms: Avaya, Cisco Contact Center solutions, Genesys, Talkdesk, Amazon Connect, or equivalent.

Communication: Strong stakeholder engagement, presentation, and technical documentation skills.
Certifications (Preferred): CCXP, CCNA, AWS Solutions Architect, or platform-specific certifications.
Bachelor's degree in Computer Science, Engineering, Information Technology, Healthcare Informatics, or a related field (Master's preferred).
Stay current on emerging contact center trends, tools, and best practices; evaluate new technologies for implementation.
Ensure all solutions meet healthcare regulatory requirements, including data privacy and security protocols.

For salaried positions, this role may also be eligible for an annual performance bonus.

For salaried positions, this role may also be eligible for an annual performance bonus.
Additional benefits and perks may also be available, depending on the position and employment terms.
Join Impact Advisors and make a real difference in healthcare.
Compliance & Security: Ensure all solutions meet healthcare regulatory requirements, including data privacy and security protocols.
Collaborate with stakeholders (clinical, administrative, IT) to gather requirements, develop technical specifications, and deliver scalable solutions aligned with healthcare compliance standards (e.g., HIPAA).

At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment.

Our success stems from our associates' dedication and a shared mission to create a "Positive Impact." We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered.

This listing is sourced directly from Impact Advisors, LLC's careers page and normalized into a canonical job model.