AVP, Voice & Agent Technologies and Operations

Bring 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. Position Summary This will be a newly created role to oversee all voice and agent tools within PS organization. This role will run the center of excellence for PS DDAT Platform Support and will be responsible for managing the outcomes and expectations of the vendor that PS DDAT will partner with for its managed service Tier 1 and Tier 2 support of all applications. More details on the roll below: Responsible for all engineering aspects of Caremark Voice related engagements. CCVA, Clinical IVR, Specialty IVR, Care Chatbot and Voice BioMetrics. Will be responsible for all agent tooling used by PS Care agents and support Compass, PeopleSafe and the Source. Responsible for all engineering aspects of chatbot and GenAi solutions for Caremark Customer engagement. Will support common experiences across chat and voice. Will own production support for all PS DDAT and coordination of Manage Serivce for RunOps across PS DDAT. Will manage the contract, work with POCs to ensure common practices are followed, create common reporting metrics, and run the production support for Member and Client tower. We own release management for Member and Client Tower Required Qualifications 15+ years of experience in software development and delivery 10+ years overall in Technology leadership position, including managing financials, Experience leading multiple teams of 100+ resources Strong interpersonal and communication skills, effectively communicate key messages to executive leaders and internal/external stake holders. Experience with Converstational IVR technologies and deploying speech enabled appplications. Experience deploying Salesforce ServiceCloud CRM solutions in large, multi-channel solutions with 10K + users. Experience managing vendor partners that perform RunOps responsibilities within a large technology organization. Supporting Tier 1 and Tier 2 responsibilities as well as managing all escalations queues in RunOps organization. Experience managing and executing large-scale technology and digital project efforts in large organizations. Preferred Qualifications Experience with GenAI voice and chatbots and different technologies to support engaging customers with GenAI Experience managing vendors in a managed services model specifically in production support. Education Bachelors or Masters Degree in Computer Science, Engineering, or a related field. Pay Range The typical pay range for this role is: $185,400.00 - $375,950.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company?s equity award program. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company?s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (?PTO?) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit Benefits | CVS Health We anticipate the application window for this opening will close on: 02/28/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.