Advisor, Telephone Sales II Intl making outbound calls to international members for renewals and upgrades. Delivering exceptional service and driving sales of ancillary travel products.
About the role
- Senior Manager of Clinical Contact Center Technology driving technology strategy and team development at Labcorp. Leading modernization efforts with focus on AI, CCaaS and operational efficiency.
Responsibilities
- Lead the discovery, evaluation, and deployment of technologies that improve agent experience, customer outcomes, and operational efficiency
- Drive advancements across AI, agent-assist tools, agentic automation, CCaaS capabilities, case management modernization, and Periscope UI/UX
- Guide your team in analyzing process gaps, identifying value opportunities, and designing technology-enabled solutions
- Partner with IT to define requirements, support architecture decisions, and drive successful system integrations
- Oversee pilot programs, proofs of concept, and early-stage implementations
- Serve as the strategic liaison between Labcorp IT, AI teams, infrastructure, operations leadership, and technology vendors
- Translate frontline workflows and operational challenges into clear technical requirements
- Coordinate intake, prioritization, sequencing, and roadmap communication for technology initiatives
- Oversee day-to-day technology operations for the clinical contact center, ensuring reliability, performance, and rapid issue resolution
- Lead engagement with CCaaS platforms, CRM/case management systems, AI/automation tools, and Periscope
- Manage processes for vendor interaction, incident management, root-cause analysis, and reporting
- Establish proactive system monitoring practices, trend analysis, and dashboards for transparency on system performance
- Support change management efforts tied to system updates and technology rollouts
- Lead, coach, and develop a skilled team specializing in technology analysis, requirements development, vendor collaboration, and issue management
- Operate as a true player‑coach—actively contributing hands-on work while guiding team performance and growth
- Build team capability through structured coaching, goal-setting, performance management, and career development planning
- Champion a culture of accountability, collaboration, continuous improvement, and operational excellence.
Requirements
- Bachelor’s degree in a relevant field such as: Information Technology, Computer Science, Engineering, Information Systems, Business Administration, etc. (Master’s degree preferred)
- 6+ years of experience in contact center technology, IT business analysis, product ownership, or technical program management
- 3+ years demonstrated success leading teams, developing talent, and achieving results through people
- Ability to operate both strategically and hands-on, with comfort managing details while leading others
- Experience with CCaaS platforms (e.g., AWS, Zendesk, NICE, Five9), CRM/case management systems, and digital engagement tools
- Strong understanding of AI/automation use cases and modern contact center technologies
- Proven ability to serve as a liaison between IT and business operations
- Experience managing technology operations, incident processes, system stability, and vendor relationships
- Excellent communication, prioritization, and stakeholder management skills.
Benefits
- Medical
- Dental
- Vision
- Life
- STD/LTD
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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