Sr. Manager, Contact Center Platforms & AI

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The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a Full Time Sr Manager Contact Center Platforms & AI, to work onsite in the Medley Office.

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Core Job Summary
The Sr Manager, Contact Center Platforms & AI (H) provides leadership and oversight for contact center platforms, artificial intelligence, automation, digital engagement technologies, and operational analytics supporting UHealth contact center operations. The incumbent leads the implementation, optimization, and governance of technology solutions, partners with key stakeholders to improve service delivery and operational efficiency and drives innovation through scalable digital and AI-enabled solutions that enhance the patient and employee experience.

Core Responsibilities

• Leads strategic initiatives focused on contact center platforms, artificial intelligence, automation, digital engagement, and operational excellence across UHealth.
• Translates organizational goals into actionable roadmaps, programs, and technology initiatives that enhance service delivery, operational performance, and patient experience.
• Provides leadership and oversight for contact center platforms, patient engagement technologies, automation solutions, and digital communication tools supporting enterprise operations.
• Oversees platform ownership, governance, administration, configuration, and lifecycle management of contact center and digital engagement technologies.
• Leads the evaluation, selection, implementation, and optimization of technology solutions that support contact center operations, patient communications, and enterprise service delivery.
• Oversees enterprise automation, artificial intelligence, virtual agent, conversational AI, intelligent routing, and self-service capabilities to improve efficiency and customer experience.
• Directs workflow redesign, process improvement, and technology enablement initiatives that streamline operations and promote standardization across the organization.
• Partners with operational, clinical, administrative, information technology, telecommunications, and application leaders to identify business needs, prioritize initiatives, and develop scalable solutions.
• Establishes performance measurement strategies, key performance indicators, dashboards, scorecards, and reporting frameworks to monitor operational effectiveness, service levels, and business outcomes.
• Leads enterprise analytics, operational intelligence, interaction analytics, and voice-of-the-customer programs to identify trends, risks, opportunities, and actionable insights.
• Develops business cases, operational assessments, strategic recommendations, and return-on-investment analyses to support technology investments and organizational priorities.
• Manages the intake, prioritization, governance, and execution of platform enhancements, technology initiatives, and operational improvement projects.
• Provides leadership, coaching, and development to assigned staff while fostering a culture of accountability, innovation, collaboration, and continuous improvement.
• Leads change management, communication, training, adoption, and stakeholder engagement activities to support successful implementation and long-term sustainability of technology initiatives.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications
Bachelor’s degree in relevant field required
Minimum 5 years of relevant experience required

Knowledge, Skills and Abilities:

• Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness.

• Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change.

• Financial Oversight: Knowledge of financial operations and management.

• Team Leadership: Ability to create and maintain a cohesive and productive team environment, build positive working relationships and work collaboratively with others.

• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.

• Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively.

Any relevant education, certifications and/or work experience may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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