AVP – Genesys CCaaS Platform Delivery & Operations

Become a part of our caring community We are seeking a highly accomplished and execution-oriented Assistant Vice President to lead the delivery, modernization, and operations of enterprise Contact Center Technologies, Conversational AI, and omni-channel customer engagement platforms.

This leader will be responsible for driving large-scale transformation initiatives across voice, digital, IVR/IVA, and AI-powered customer and provider experiences, with a strong emphasis on Conversational AI platforms, Google CCAI/GECX or similar technologies, Genesys Cloud CX, and enterprise AI adoption.

The ideal candidate combines deep expertise in contact center technologies with hands-on knowledge of Conversational AI and a proven track record of delivering complex technology programs. This role requires a leader who can effectively bridge strategy and execution, accelerate AI-driven innovation, and deliver measurable business outcomes through operational excellence, disciplined execution, and strong stakeholder engagement.

This individual will provide end-to-end leadership for cloud contact center platforms, AI-enabled self-service solutions, conversational experiences, and customer engagement technologies while ensuring scalability, reliability, efficiency, and continuous innovation.

Required Experience Hands-on experience leading Conversational AI implementations, including Google CCAI/GECX or equivalent platforms, virtual agents, conversational design, intent modeling, fulfillment integrations, analytics, and continuous optimization.

Proven success delivering enterprise-scale AI-powered customer engagement solutions that drive measurable improvements in containment, automation, customer experience, operational efficiency, and business outcomes. Strong understanding of Generative AI, Conversational AI, Agent Assist, Voice AI, knowledge management integrations, and AI governance within regulated enterprise environments.

Demonstrated ability to lead both strategy and execution with a consistent track record of delivering complex AI and contact center transformation programs on schedule and within budget. Experience modernizing legacy IVR environments into AI-enabled conversational experiences leveraging Google GECX or similar technologies.

Deep technology leadership experience with the ability to engage directly with architecture, engineering, testing, DevOps, and operational teams to drive execution, resolve delivery challenges, and accelerate outcomes. Strong experience leading large-scale cloud transformation, platform modernization, and enterprise technology delivery initiatives.

Proven ability to build and develop high-performing teams while driving a culture of accountability, innovation, and continuous improvement. Key Responsibilities Strategic Leadership & AI-Driven Transformation Define and lead the strategy, roadmap, and execution of enterprise contact center technologies, including Conversational AI, Google CCAI/GECX or similar platforms, Genesys Cloud CX, IVR/IVA, voice, digital, and omni-channel customer engagement capabilities.

Drive enterprise-wide transformation initiatives that modernize legacy customer service platforms into AI-powered, cloud-based conversational experiences. Lead the design, implementation, and adoption of Conversational AI solutions that enhance customer and provider experiences while improving containment, automation, and operational efficiency.

Own end-to-end delivery of AI and contact center transformation programs, ensuring strong governance, measurable outcomes, quality execution, and business alignment. Partner with business, product, operations, architecture, and technology leaders to develop scalable solutions that address evolving customer and provider needs.

Establish robust operating models to support AI-enabled delivery, including roadmap management, risk mitigation, release planning, adoption strategies, and value realization. Build strategic partnerships with technology providers, cloud vendors, and internal stakeholders to maximize the value of enterprise AI and contact center investments.

Delivery Excellence & Execution Leadership Create a culture of execution excellence, accountability, and ownership across teams and vendor partners. Lead complex programs from strategy through implementation, including planning, architecture readiness, dependency management, testing, deployment, and operational stabilization.

Drive delivery through Agile methodologies, outcome-based planning, and product-centric operating models. Establish and monitor key performance indicators, platform health metrics, adoption measures, and business outcome tracking. Provide hands-on leadership during critical delivery milestones, production deployments, executive escalations, and high-priority operational events.

Ensure consistent execution discipline, proactive risk management, and timely delivery of strategic initiatives. Simplify complex challenges, remove organizational barriers, and maintain momentum across enterprise transformation programs. AI Innovation & Customer Experience Leadership Champion the adoption of Conversational AI, Generative AI, intelligent automation, Agent Assist, and self-service capabilities to transform customer and provider interactions.

Lead continuous optimization of conversational experiences through analytics, customer insights, and AI-driven enhancements. Partner with product and business teams to identify opportunities where AI can improve service quality, reduce effort, and create measurable value.

Ensure AI solutions are designed, implemented, and governed in accordance with enterprise security, compliance, and responsible AI standards. Stay current on emerging AI technologies and industry trends to influence future platform strategies and innovation roadmaps.

Team Leadership & Cross-Functional Collaboration Lead and develop high-performing teams spanning platform engineering, Conversational AI, IVR/IVA development, digital engagement, DevOps, production support, and vendor management. Foster a culture of innovation, accountability, collaboration, and continuous learning.

Mentor leaders and technical teams to advance AI capabilities, delivery excellence, engineering maturity, and business alignment. Collaborate closely with customer service, provider experience, operations, product, and technology leadership teams to deliver customer-centric solutions.

Build strong partnerships across business and technology organizations to align priorities, manage trade-offs, and deliver strategic outcomes. Champion Agile, DevOps, automation, observability, and modern engineering practices to improve speed, quality, and operational effectiveness.

Ideal Candidate Profile You will succeed in this role if you are a highly respected technology leader with deep expertise in AI-powered customer experience platforms, contact center technologies, and enterprise-scale transformation. You will bring a unique combination of strategic vision, hands-on technical depth, and exceptional execution capability.

If you have successfully delivered complex Conversational AI and contact center modernization programs, influenced senior executives, built high-performing teams, and consistently delivered measurable business value through innovation and disciplined execution - We welcome your application and look forward to meeting with you.

Use your skills to make an impact Qualifications & Experience: Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field. 12+ years of experience in IT leadership roles, with at least 5 years managing Genesys cloud contact center platforms.

Proven track record in leading large-scale platform transformation, cloud migration, and technology operations. Strong leadership skills with experience managing global teams, vendors, and stakeholders. Excellent communication, problem-solving, and decision-making abilities.

Genesys Cloud certifications preferred. East Coast location preferred. Behavioral Competencies Exceptional leadership skills, marked by poise, positive influence, and the ability to drive change. A management style that is collaborative, energetic, results-oriented, and innovative.

Ability to credibly contribute to business discussions and influence strategic and commercial outcomes across the business. Strong analytical and strategic thinking skills, with the ability to influence senior leaders across both the business and technology.

A “talent magnet” who is inspiring to all levels within the organization. The ability to attract and retain top talent and build a world-class technology team. Demonstrated advanced ability to use integrated and conceptual thinking to solve problems.

Significant expertise in establishing and developing strong working relationships with all levels of associates and external parties, while maintaining appropriate levels of objectivity to their work. Experience effectively communicating technology strategy and related methodologies with internal/external parties.

Experience as a Development Lead in Customer Service Technology with strong knowledge of Genesys and Google CCAI Conversational platforms. Demonstrated ability to employ judgment and experience to make rapid, complex decisions. Highly developed interpersonal, presentation, and communication skills (written and oral).

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Scheduled Weekly Hours 40 Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting.

The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $189,400 - $260,500 per year This job is eligible for a bonus incentive plan.

This incentive opportunity is based upon company and/or individual performance. Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work.

Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it.

These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.

This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.