Senior Manager, Clinical Contact Center Technology

Role Overview

• 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.

Tech Stack

• AWS

Benefits

• Medical
• Dental
• Vision
• Life
• STD/LTD
• 401(k)
• Paid Time Off (PTO) or Flexible Time Off (FTO)
• Tuition Reimbursement
• Employee Stock Purchase Plan