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Humana is seeking a dynamic and experienced AVP to lead the strategic delivery, operations, and ongoing enhancements of our enterprise-wide Genesys Cloud Contact Center as a Service (CCaaS) platform. This role is pivotal in driving technology transformation, innovation, and operational excellence while ensuring high availability, scalability, and performance of the platform. Additionally, the AVP will be fully responsible for all voice, digital, and omni-channel development, including IVA and Conversational platforms.Key Responsibilities:
Strategic Leadership & Delivery
- Develop and execute the Genesys CCaaS platform strategy, aligning it with business goals, digital transformation initiatives, and customer experience objectives.
- Lead the end-to-end delivery of new platform capabilities, integrations, and enhancements, ensuring high quality, timely, and budget-conscious execution.
- Drive platform modernization, migration, and expansion efforts, including cloud optimization and AI-powered automation.
- Oversee governance, compliance, and risk management associated with the platform, ensuring adherence to security, regulatory, and enterprise policies.
- Build and maintain strong partnerships with Genesys, cloud service providers, third-party vendors, and internal stakeholders to maximize platform value.
- Set the contact center vision to ensure agile technology life cycle management while fostering a business-oriented culture and mindset.
- Lead the development of all components of enterprise contact center technologies to deliver best-in-class customer experience.
Operations & Service Management
- Establish and oversee robust incident, problem, and change management processes to minimize disruptions and maintain operational excellence.
- Optimize platform performance, scalability, and cost-effectiveness through continuous monitoring, automation, and proactive improvements.
- Define and track KPIs and SLAs to measure platform health, service quality, and operational efficiency.
- Design and ensure implementation of standard operating procedures and policies (including data stewardship, cleansing and audits, testing) with an oversight of quality, standard performance metrics, service level requirements, and dashboards of platform performance.
Team Leadership & Cross-Functional Collaboration
- Lead, mentor, and develop multiple teams, including platform engineers, DevOps, site reliability engineers (SREs), and support teams.
- Foster a culture of innovation, collaboration, and continuous improvement within the teams.
- Work closely with business, product, and customer service teams to understand needs, drive adoption, and deliver customer-centric solutions.
- Champion Agile, DevOps, and ITIL best practices to enhance agility, automation, and operational effectiveness.
- As a critical leader in the development team, build and maintain relationships with other technology leaders and business executives to develop a clear understanding of business needs and enable cost-effective and innovative shared solutions accordingly.
- Partner with senior leadership to identify contact center needs, assess their impact, formulate potential alternatives, and architect/drive solutions.
Required Technical Capabilities & Expertise:
Genesys CCaaS & Contact Center Technology
- Deep expertise in Genesys Cloud CX and AI-powered customer engagement solutions, including Google CCAI.
- Experience with IVR, speech analytics, AI-driven chatbots, voice & digital interactions, workforce engagement, and omnichannel routing.
- Knowledge of Genesys APIs, integrations with CRM (Salesforce, ServiceNow, etc.), and middleware platforms.
Cloud & Infrastructure
- Strong understanding of cloud computing (AWS, Azure, GCP) and cloud-native architectures.
- Expertise in high availability, disaster recovery, and performance optimization for cloud-based contact center solutions.
- Experience with Kubernetes, Docker, microservices, and cloud networking.
DevOps & Automation
- Strong experience in CI/CD pipelines, Infrastructure as Code (Terraform, Ansible), and automated deployments.
- Proficiency in monitoring and observability tools (Splunk, Datadog, New Relic, Prometheus, etc.).
Security & Compliance
- Knowledge of security best practices, compliance frameworks (HIPAA, PCI-DSS, GDPR), and identity & access management.
- Experience in data encryption, fraud detection, and secure integrations in contact center environments.
Use your skills to make an impact
Qualifications & Experience:
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
- 12+ years of experience in IT leadership roles, with at least 5 years managing Genesys cloud contact center platforms.
- Proven track record in leading large-scale platform transformation, cloud migration, and technology operations.
- Strong leadership skills with experience managing global teams, vendors, and stakeholders.
- Excellent communication, problem-solving, and decision-making abilities.
- Genesys Cloud certifications preferred.
- East Coast location preferred.
Behavioral Competencies
- Exceptional leadership skills, marked by poise, positive influence, and the ability to drive change.
- A management style that is collaborative, energetic, results-oriented, and innovative.
- Ability to credibly contribute to business discussions and influence strategic and commercial outcomes across the business.
- Strong analytical and strategic thinking skills, with the ability to influence senior leaders across both the business and technology.
- A “talent magnet” who is inspiring to all levels within the organization. The ability to attract and retain top talent and build a world-class technology team.
- Demonstrated advanced ability to use integrated and conceptual thinking to solve problems.
- Significant expertise in establishing and developing strong working relationships with all levels of associates and external parties, while maintaining appropriate levels of objectivity to their work.
- Experience effectively communicating technology strategy and related methodologies with internal/external parties.
- Experience as a Development Lead in Customer Service Technology with strong knowledge of Genesys and Google CCAI Conversational platforms.
- Demonstrated ability to employ judgment and experience to make rapid, complex decisions.
- Highly developed interpersonal, presentation, and communication skills (written and oral).
Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$189,400 - $260,500 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
