Innovation Lead (CcaaS / CX)

We are seeking a dynamic Innovation Lead to drive the transformation of our healthcare insurance provider’s contact center ecosystem. This role will spearhead the migration from legacy contact center technologies to modern cloud-based CX platforms (e.g., Google Dialogflow, Amazon Connect, NICE CXone, Genesys Cloud) while ensuring innovation aligns with business objectives.Responsibilities:Lead the innovation and migration strategy from legacy systems to modern CCaaS platforms (Google CCAI, Amazon Connect, Genesys, NICE CXone), ensuring alignment with business goals, cost efficiency, and improved CX metrics (CSAT, NPS, FCR).Identify and implement AI/ML-driven solutions (chatbots, NLP, predictive routing, speech analytics) to enhance omnichannel CX (voice, chat, email, IVR) and operational efficiency.Own end-to-end execution of cloud migration, including integration, scalability, security (HIPAA/SOC2 compliance), and CI/CD/DevOps automation for seamless transitions.Quantify and communicate business impact (ROI, cost savings, CX improvements) to stakeholders, securing executive buy-in through data-driven insights and regular progress updates.Collaborate cross-functionally with IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies.Drive a culture of innovation by staying ahead of CX/CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage.Optimize resource allocation and vendor partnerships to deliver projects on time, within scope, and with measurable outcomes.