Process Excellence Lead - Contact Center Transformation (Remote)

Process Excellence Lead / Contact Center Transformation (Remote)

Position Description:
Our Healthcare Intuitive Operations and Automation (IOA) team is seeking a Process Excellence Lead / CCaaS Architect with a strong background in customer service transformation and a passion for improving how healthcare organizations engage with their members. This role is ideal for a strategic thinker who thrives in a consultative environment and enjoys leading large-scale change initiatives.

You will work closely with business leaders, operations teams, and technology partners to reimagine contact center experiences, streamline service delivery, and implement modern engagement strategies. Your focus will be on aligning business goals with innovative service models, guiding clients through transformation journeys, and ensuring measurable impact across customer experience, efficiency, and compliance.

What you will do:
Lead Customer Experience Transformation:
Partner with stakeholders to define the future vision for customer engagement. Develop strategies that modernize contact center operations and align with broader organizational goals.

Drive Strategic Planning & Migration:
Lead the roadmap for transitioning from legacy systems (e.g., Cisco UCCE) to cloud-based platforms like Genesys CX. Define milestones, manage change, and ensure business continuity throughout the transformation.

Design Business-Centric Solutions:
Translate business needs into actionable service models. Shape the design of customer journeys, call flows, and omnichannel experiences that improve satisfaction and reduce operational friction.

Evaluate and Recommend Technologies:
Assess and recommend tools that enhance service delivery—such as AI-powered assistants, analytics platforms, and workforce optimization solutions. Guide clients in selecting the right mix of technologies to meet their goals.

Collaborate Across Functions:
Act as a bridge between business, operations, and technical teams. Facilitate workshops, lead design discussions, and ensure alignment across all stakeholders.

Mentor and Guide Teams:
Provide leadership and direction to project teams. Support knowledge sharing, capability building, and continuous improvement throughout the engagement lifecycle.

Focus on Healthcare Impact:
Apply your understanding of healthcare payer operations to ensure solutions meet regulatory requirements and improve member outcomes.

What you will bring:
Consulting & Transformation Experience:
Proven ability to lead business transformation initiatives in customer service or contact center environments. Experience working with cross-functional teams and executive stakeholders.

Strategic Thinking:
Ability to develop and communicate a clear vision for change. Skilled in building roadmaps, managing transitions, and measuring success.

Healthcare Industry Knowledge:
Familiarity with healthcare payer operations, compliance standards, and service delivery models.

Technology Awareness:
Understanding of modern engagement platforms (e.g., Genesys CX, Salesforce, Qualtrics, Medallia) and emerging innovations like AI, IVAs, and intelligent routing.

Project Leadership:
Experience managing complex projects with multiple stakeholders. Strong skills in planning, communication, and risk management.

Communication & Influence:
Excellent interpersonal and communication skills. Comfortable leading client discussions, facilitating workshops, and presenting to senior leadership.

Travel:
Willingness to travel to client sites as needed (up to 10%).

Salary and Other Compensation:

Applications will be accepted until 9/25/2025

The annual salary for this position is between $110,000 – $130,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.