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Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
CVS Health is recruiting for a Senior Manager of Contact Center Technologies Support to lead the support team for Contact Center Technologies. This leader will report to the Lead Director of Contact Center Technologies and will work closely with the developers and product owners in that organization. The right candidate will be involved in leading, guiding, mentoring, and directing the work of CVS Health colleagues and multiple off-shore and near-shore contractors.
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The Senior Manager of Contact Center Technologies Support will engage in incident response, problem management, and change execution, which will include support during evenings and weekends for this team. In this role the right candidate will collaborate with the vendors and CVS Health developers who develop and engineer the contact center applications. The Senior Manager of Contact Center Technologies Support will also stay current with technology trends and leadership practices for best-in-class IT operations.
You'll make an impact by:
- Monitoring and supporting contact center technologies such as recording, reporting, workforce management and AI capabilities
- Planning and executing changes while maintaining a consistently high level of change control discipline
- Consistently monitoring and performing daily health checks of contact center applications
- Operating the team in a product model mindset
- Conducting mid-year and year-end performance reviews of CVSH colleagues on the team
- Collaborating and driving effective partnerships across CVS Health to achieve business goals and results
- 5+ years experience in an IT support/operations leadership role, with emphasis in the areas of contact center, software development, and public cloud (GCP preferred)
- 5+ years combined experience in supporting a mixture of Aceyus, Aspect, Intradiem, Mattersight, Moxie, Nice, Verba, and Verint applications for call/desktop recording and quality management, contact center reporting, and workforce management
- 2+ years experience supporting applications deployed in a public cloud such as Google Cloud Platform (GCP)
- 1+ years experience supporting advanced contact center AI technologies such as call summarization, sentiment analysis, and chat/chatbot
- General understanding of operating systems and environments, software architecture, and public cloud architecture
- Excellent verbal and written communication skills; ability to communicate with vendors, internal customers, and senior leaders in the organization
- Continuous learner well informed on technology trends and methodologies
- Bachelor's degree or equivalent experience (High School Diploma and 4 years relevant experience)
The typical pay range for this role is:
$130,295.00 - $260,590.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health
We anticipate the application window for this opening will close on: 12/31/2024
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.