Practice Lead Contact Center

Job Summary

To architect and deliver next-generation customer-centric solutions, the full-time remote Practice Lead Contact Center will manage process redesign, agentic automation deployment, and solution strengthening within Customer Care Operations while collaborating with clients and stakeholders.

Key responsibilities

• Redesign end-to-end Customer Care Operations processes for agent readiness and orchestration across various channels
• Develop and institutionalize an agentic automation deployment framework, translating business outcomes into actionable design choices
• Lead the design and deployment of customer-focused solutions, ensuring alignment with client needs and transformation roadmaps

Required qualifications

• 5+ years of experience in Customer Care Operations and Contact Center functions within the insurance industry
• 15+ years of experience as a process architect focused on automation and agentic orchestration
• Strong commercial acumen with the ability to build business cases and ROI narratives for transformation programs
• Proven experience in solution architecture, RFP responses, and proposal development
• Familiarity with agentic frameworks, automation, AI/ML, and digital platforms