Director of Communication Platforms

Job Summary

Leading the strategy and performance of patient-facing communication channels, the full-time Director of Communication Platforms will work remotely to enhance access and deliver a high-quality experience through various digital platforms, including Genesys, while collaborating with internal teams to align business goals with scalable capabilities.

Key responsibilities

• Provide strategic leadership for the vision and optimization of communication platforms, focusing on a seamless omnichannel experience
• Drive the adoption of emerging technologies like conversational AI and intelligent routing to enhance service levels and self-service options
• Manage relationships with technology partners, overseeing contract negotiations, vendor accountability, and budget management

Required qualifications

• Minimum of 5+ years of experience in leading contact center or customer engagement platform teams
• Hands-on expertise with Genesys, including routing and digital messaging, with relevant certifications preferred
• Experience implementing digital omnichannel solutions in a customer-facing environment, preferably in healthcare or regulated industries
• Strong understanding of platform integrations and compliance requirements for patient communications, including HIPAA and TCPA
• Proven ability to manage technology budgets and vendor contracts effectively