Manager of Digital and Unified Communications Optimization
US-IL-Peoria
External Apply Portal
Req #: 103128
Type: Full Time
|
|||||||||
|
|||||||||
Overview: This role is open to individuals who are already authorized to work indefinitely in the United States. Current and/or future sponsorship for work authorization is not available. This position will offer remote out of state to an incumbent who resides in one of the following: Alaska, Arizona, Florida, Georgia, Indiana, Iowa, Kansas, Minnesota, Mississippi, Missouri, North Caroling, Tennessee, Texas, Wisconsin Incumbents residing in the State of IL will not be offered full remote. Will be required to work in office. POSITION SUMMARY: The Manager, Digital and Unified Communications Optimization is responsible for the strategic ownership, continuous optimization, and product evolution of the contact center, unified communications and digital health technology platforms. The manager partners closely with operations, and IT to prioritize enhancements, lead platform innovation, and drive adoption of new functionality. This role blends technical depth with operational leadership, ensuring that digital and unified communications platforms are reliable, scalable, and aligned with business goals. Top candidates will have experience integrating Genesys (or comparable CCaaS (Contact Center as a Service) with CRM (Customer Relationship Management) platforms. Qualifications: REQUIRED QUALIFICATIONS: Education: Bachelor's degree in information systems, business, or healthcare related field. Experience: 1 year of direct leadership experience. 2 years in contact center technology or digital platform management. Experience leading platform optimization, roadmap development, and enterprise implementations. Other Skills/ Knowledge: Excellent interpersonal and communication skills. Solid computer skills, including proficiency with Microsoft software. Strong analytical and problem-solving skills, with the ability to be detail oriented. Strong knowledge of contact center operations, digital engagement, IVR (interactive voice response), routing, and workforce management tools. Proven ability to lead cross-functional teams and manage complex stakeholder environments. Excellent project management skills with the ability to prioritize tasks, manage timelines, and meet deadlines. Detail-oriented with a passion for staying abreast of healthcare industry trends and best practices. Excellent decision-making skills, with the ability to use data to drive decisions. PREFERRED QUALIFICATIONS: Education: Master's degree in information systems, business, or healthcare related field. Experience: Experience in healthcare, or other highly regulated large-scale environments. Product management, project management, or agile experience. Experience integrating Genesys (or comparable CCaaS (Contact Center as a Service) with CRM (Customer Relationship Management) platforms. Licensure/ Certification: Genesys Cloud Certification(s) Other Skills/ Knowledge: Demonstrated ability to have crucial conversations, work collaboratively with a wide variety of people, and respond to stressful situations in a calm and rational manner. Proven ability to work in a fast-paced environment with changing priorities, with flexibility and an eagerness to support changes. OSF HealthCare is an Equal Opportunity Employer.
Share this job:
