Ld Dir - Contact Center Support

Job DescriptionWould you like to join CVS Health, a Fortune 5 company, on our multifaceted Customer Engagement Technology Team? As a Lead Director of Contact Center Support, you will partner with the teams driving CVS Health's member/agent service transformation in a highly visible leadership role. In this role, you are responsible for collaborating with business and IT leaders as well as technologists, vendors and development teams to shape the future of customer care in CVS Health overall. As the strategic direction is shaped, your skills of working with project, product and support teams will come into use as you and your team support the various solutions being deployed into production. You will focus on building a support organization that will provide Tier 1 and Tier 2 support to all the contact centers across the CVSH enterprise. You will also partner with the architecture and engineering teams to create monitoring and alerting solutions to ensure we can properly monitor and respond to issues with the contact center addition, you will build a process to continue to review the latest new technologies in the customer engagement space, specifically around contact center technologies. You will continue to evolve the support organization that you would be responsible for and focus on how to drive down incidents and raise the up time of the various contact center platforms we support.Pay RangeThe typical pay range for this role is:Minimum: 120,000Maximum: 265,000Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required QualificationsMinimum 10 years IT industry experience in software support in a Tier 1/Tier 2 role. 5 years of experience in technology ticketing solutions. Experiencing creating ticket queues, establishing SLAs around and creating reporting and dashboarding to track queue counts and metrics on achieving SLAs.Operational knowledge of contact center applications, experience with contact center suite of applications, industry knowledge, best practices, and related technologies 3 years experience in product management. Working with business product owners to set and define product multi-year product roadmaps and understanding how to apply the outcomes of those roadmaps to a support model strategy. 2 years experience with product/agile scrum methodology. Must be able to travel up to 20%Preferred QualificationsNAEducationBachelors Degree Preferred or Equalivant Job ExperienceBusiness OverviewBring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Created: 2025-10-04