AVP of Contact Center Technology

Parallon is seeking a transformational technology executive to serve as AVP of Contact Center Technology, responsible for establishing and directing the strategic technology vision for enterprise Contact Center operations.

This leader will drive modernization and optimization of a cloud-native Contact Center ecosystem (Genesys Cloud CX) across multiple lines of business. The role includes advancing conversational AI, Agentic AI, CRM-integrated workflow automation, and intelligent routing technologies to elevate customer experience, operational efficiency, and compliance performance in a large healthcare enterprise.

The AVP will partner across IT and Operations to ensure Contact Center platforms meet or exceed business objectives while enabling disciplined, scalable integration of AI into voice, digital, and CRM workflows. The AVP should have a well-balanced background in core telephony infrastructure, network operations, and software development/support processes, along with senior-level management experience and strong executive presence.

The AVP should be a creative and driven executive who will lead a technology transformation with a large-scale team of stakeholders in a fast-paced environment. The AVP should have awareness of and experience with overcoming technical challenges in the areas of digital messaging, call routing (inbound/outbound), API integration, incorporating CCAI (virtual agent), PCI compliance and others. Oversee and direct technology guidance and objectives in the Contact Center with organizational entities including; CRM, Workforce Management, Data Analytics and Quality.

General Responsibilities:

• Define and execute a multi-year roadmap to advance and optimize Contact Center Technology solutions including voice AI and Agentic AI-enabled CX advancement
• Lead and align Cisco UCCE footprint to overall Contact Center strategy.
• Lead integration of conversational AI, virtual agents (CCAI), real-time agent assist, and AI-driven routing within existing cloud platforms.
• Embed AI capabilities within CRM systems to enable intelligent, multi-intent customer engagement and context persistence.
• Align Contact Center innovation with enterprise cloud strategy (AWS/GCP).
• Drive deployment of AI-powered voice and digital agents capable of automated task execution with appropriate human-in-the-loop safeguards.
• Oversee integration of AI decisioning engines for prioritization, stratification, sentiment analysis, and next-best-action.
• Ensure AI implementations are governed, auditable, secure, and compliant (HIPAA, PCI).
• Lead strategy and resolution of complex, enterprise-scale technical challenges.
• Guide modernization of digital messaging, omnichannel engagement, and inbound/outbound routing architecture.
• Oversee microservices, API-first integration, and CI/CD pipelines supporting Contact Center platforms.
• Ensure system resiliency, scalability, and performance across AI-enabled cloud environments.
• Establish governance frameworks for responsible AI adoption in regulated healthcare settings.
• Serve as executive advisor on Contact Center and CRM technology strategy.
• Identify emerging technologies that enhance operational performance and customer experience.

Do you have experience in Strategic planning?, * Masters Preferred

• 10+ years of information technology design experience including systems, applications or architecture
• Demonstrated experience with Genesys Cloud CX Platform and Cisco - preferred
• Healthcare Operations, Strategic Planning and Vendor management experience
• 5+ years of experience with GCP/AWS cloud architecture, framework and design patterns
• 5+ years of experience in working with teams building microservices
• 5+ years of experience building conversational intelligence tools like Google dialog Flow
• Experience supporting a phone, email, online or digital contact center environment
• Ideal candidate will reside in the Nashville TN area

Pulled from the full job description

• Loan assistance
• Tuition reimbursement
• Employee stock purchase plan
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits

Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities. HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses. "The great hospitals will always put the patient and the patient's family first, and the really great institutions will provide care with warmth, compassion, and dignity for the individual."- Dr. Thomas Frist, Sr.