Contact Center Architect

Job Description
Would you like to join CVS Health, a Fortune 5 company, on our multifaceted Customer Engagement Technology Team? As a Customer Engagement Solution Architect of PBM Technology, you will partner with the teams driving CVS Health's member/agent service transformation in a highly visible leadership role.

In this role, you are responsible for collaborating with business and IT leaders as well as technologists, vendors and development teams to shape the future of customer care in the Pharmacy Benefit Management arena. As the strategic direction is shaped, your skills of working with project and product teams will come into use as you deliver solutions into production.

In addition, you will build a process to continue to review the latest new technologies in the customer engagement space and how they could be applied to support the PBM Care business. Work on defining processes for POC's to prove business value and partner with business to fund technologies that will make valuable contributions.

Required Qualifications
• Minimum 10 years IT industry experience in software development and/or product implementation
• 5 years of experience in contact center architecture, implementation, integration & support with Avaya or Cisco contact center solutions
• 3 years experience in deploying Contact Center as a Service solutions in a large (20k agent plus) contact center.
• 3 years experience in supporting the business with Workforce Management, Quality Management and Contact Center analytics tools.
• 2 years experience with agile scrum methodology

** Must be able to travel up to 20%**

COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.
  • If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications
• 3 years hands on experience in administering CCaaS solutions. Configuring and deploying omni-channel routing solutions, predictive skills based routing and integrating CCaaS solutions with SalesForce ServiceCloud.
• Experiencing developing and deploying Natural Language or Conversational AI IVR solutions and integrating them with CCaaS based contact center solutions.

Verifiable High School diploma or GED is required accompanied by a minimum of 18 years of related work experience.

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.