AVP Contact Center Technology Genesys

This position is incentive eligible. Introduction This position is located in Nashville, TN. Relocation assistance is available for the right candidate. Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below:AVP Contact Center Technology GenesysParallon Benefits Parallon offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include: + Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation. + Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more. + Free counseling services and resources for emotional, physical and financial wellbeing + 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service) + Employee Stock Purchase Plan with 10% off HCA Healthcare stock + Family support through fertility and family building benefits with Progyny and adoption assistance. + Referral services for child, elder and pet care, home and auto repair, event planning and more + Consumer discounts through Abenity and Consumer Discounts + Retirement readiness, rollover assistance services and preferred banking partnerships + Education assistance (tuition, student loan, certification support, dependent scholarships) + Colleague recognition program + Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence) + Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income. Learn more about Employee Benefits ( _Note: Eligibility for benefits may vary by location._ Lead the evolution of healthcare communication. As the AVP of Contact Center Technologies at Parallon, you will be the visionary architect of our journey from legacy on-premises systems to a cutting-edge, cloud-first ecosystem. This high-impact executive role requires a rare blend of technical depthu2014spanning telephony, network ops, and software developmentu2014and the executive presence to guide a large-scale healthcare enterprise through digital transformation. From integrating CCAI and digital messaging to overseeing CRM and Workforce Management, you will ensure our technology doesnu2019t just work, it redefines the experience for our patients and agents alike. In this role you will: + Lead and oversee the Contact Center technology landscape to develop or influence applications, network, information security, databases, operating systems, and cloud technologies across multiple lines of business + Lead the strategy and resolution of highly complex and unique challenges requiring in-depth evaluation across multiple areas of the enterprise, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, advanced analytical and inductive thinking + Provide vision, direction and expertise to leadership on implementing innovative technology solutions in support of; data modeling, operational workflow design, call routing, AI, and improving customer experience for the Contact Center environment + Maintain knowledge of industry best practices and new technologies and recommend innovations that enhance operations or provide a competitive advantage to the organization + Strategically engage with all levels of professionals and managers across the enterprise and serve as an expert advisor to leadership on Contact Center technology + Lead and oversee the technical support matrix of the Contact Center to ensure system uptime and resiliency across the enterprise including legacy telephony platforms Qualifications: + 10+ years of information technology design experience including systems, applications or architecture + Demonstrated experience with Genesys Cloud CX Platform, Avaya, Cisco a must + Healthcare Operations, Strategic Planning and Vendor management experience + 5+ years of experience with GCP/AWS cloud architecture, framework and design patterns + 5+ years of experience in working with teams building microservices + 5+ years of experience building conversational intelligence tools like Google dialog Flow + Experience supporting a phone, email, online or digital contact center environment + Experience visualizing and creating high-level models used for analyzing, extending, and maturing business architecture + Knowledge and understanding of digital channel systems, processes, and analytic tools + knowledge and understanding in working with third party hosted solutions including TAO networks + knowledge and understanding of CI/CD Pipeline + Familiarity with Git and Github version control, Gradle & Defect Tracking (JIRA) tools + BS/BA degree or higher in computer science/computer engineering/information systems/information technology, Masters preferred. + 3 + years of JavaScript Frameworks experience (jQuery, Ext JS, Kendo UI and/or Angular JS) This position is located in Nashville, TN. Relocation assistance is available for the right candidate. Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities. HCA Healthcare has been recognized as one of the Worldu2019s Most Ethical Companiesu00ae by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

Created: 2026-03-02