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Director - Virtual Agent, IVR & Speech Analytics

Remote, USA
Classification: Contract-to-Hire
Contract Length: 6 months

Location: Remote
Job ID: 

CereCore® provides EHR implementations, IT and application support, IT managed services, technical staffing, strategic IT consulting, and advisory services to hospitals and health systems nationwide. Our heritage is in the hallways of some of America’s top-performing hospitals. We have served as leaders in finance, operations, technology, and as clinicians turned power users and innovators. At CereCore, we know firsthand the power that aligned technology can provide in delivering care. As a wholly-owned subsidiary of HCA Healthcare, we are committed to bringing the expertise we have gained as operators to deliver IT services that emphatically address the needs of health systems across the United States. Our team of over 600 clinical and technical professionals has implemented EHR systems in more than 400 facilities and provides managed services support to tens of thousands of health system employees. We work tirelessly to provide healthcare organizations specialized IT services that support the delivery of patient care. The Link to Life-Saving Care.

CereCore is seeking a Director - Contact Center Virtual Agent, IVR & Speech Analytics to join our team Remotely. The Director is responsible for overseeing the strategy for and the tactical optimization of virtual agent and IVR technologies within Parallon managed contact centers as well as other HCA contact centers not managed by Parallon. The Director is also responsible for supporting and advising on the workflow and operational functions within Parallon managed contact centers.  In addition, the Director is responsible for overseeing the implementation and optimization of speech analytics technology within contact centers.  The Director is responsible for reviewing reporting and analytics to measure current virtual agent and IVR performance and to drive future utilization and configuration. The Director is responsible for coordination with stakeholders, including Contact Center Executives and Leadership, IT, the Parallon Center of Excellence, SSCs, Compliance, and Client Management, to drive performance of strategic contact center tools.

Supervises – 
Manager, Contact Center Operations Optimization (1)
Manager, Contact Center Strategic Support (1)
Speech Analytics team (3)
Product Business Analyst (1-2)
Conversation Designer (1-2)
Computational Linguist (1)
Data Scientist (1)

  • Work with all stakeholders to determine strategy and opportunities of call flows for virtual agent and IVR solutions that ensure continuous improvement and optimize flows to meet business goals and objectives.
  • Responsible for utilizing data, analysis and knowledge of business operations to recommend different approaches to achieving patient contact and account resolution goals. The Director will be responsible for proposing new uses of technology (different features and enhancements) AND designing pilot/test programs to propose and implement, in partnership with stakeholders.
  • Accountable for demonstrating success of utilizing virtual agent and IVR technologies through improved containment, resolution rates, patient satisfaction and lower total cost per account worked.
  • Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology.
  • Oversees the business product owners / subject matter experts for key contact center workflow technologies.
  • Help develop, generate and distribute reporting, related to the virtual agent and IVR performance and strategic objectives.
  • Meet with Contact Center Operations Team and Operations to review containment and resolution rates, failure points, and call results.  Recommend changes to flows and design based on previous results.
  • Knowledgeable of available data and application details to analyze and guide data design needs for business decisions, resolution of issues and validation of solutions.
  • Assists with the interpretation of customer requirements into feasible options, and communicating this back to the business stakeholders.
  • Responsible for overseeing Virtual Agent and IVR Team in managing virtual agent and IVR strategy including compliance with state/federal regulations, operational effectiveness and performance analysis.
  • Responsible for overseeing Speech Analytics Team, ensuring optimal implementation and execution of speech analytics technology.
  • Knowledgeable of available data and application details to analyze and guide data design needs for business decisions, resolution of issues and validation of solutions.
  • Adheres to Code of Conduct.  Serves as a key promoter of Parallon as a service organization which strives to meet and exceed the core values of Parallon and the needs and values of Parallon’s internal and external clients.
  • Performs other duties as assigned.

  • Excellent communication (oral and written) skills, particularly in writing practical and data-driven proposals.
  • Strong attention to detail including proven ability to prioritize competing initiatives simultaneously.
  • Analytical and Microsoft Excel skills.
  • Ability to think tactically, persuade stakeholders, and execute methodically.
  • Understanding of call center environments preferred.
  • Experience in related industries a plus (e.g., healthcare, collections, financial, data analytics and processing).
  • Experience with a dialer system required.
  • Experience with SQL and SQL server required.
  • Solid Virtual Agent knowledge; CCAI Dialogflow, CCaaS Voicebot, AWS Virtual Assistant preferred.
  • Experience with data visualization tools like Tableau, Power BI, etc. preferred.
  • Creative, entrepreneurial approach to technology possibilities.
  • Knowledge of hardware and operating systems and ability to work in a distributed environment.
  • Solid troubleshooting techniques with data analytics.
  • Proven ability identifying issues and recommending solutions to others.
  • Able to exercise independent judgement and act on it.

  • Leadership – Guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services.
  • Strategic Analysis – Analytical Review skills and ability to make decisions based on analysis.
  • Technical Expertise – Some understanding of healthcare including knowledge of healthcare terms and accounts receivable processes. Knowledge of contact center dialer technology.
  • Strong communication skills – Strong verbal and written communication skills.  Ability to ask probing questions and listen to understand and document business needs/issues. Communicates clearly and concisely.  Able to develop and deliver formal presentations and lead meetings with management.
  • Problem Solving / Decision Making – Obtaining information and identifying issues and relationships relevant to achieving a goal or vision; committing to a course of action to accomplish a goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.
  • Customer Focus – Seeks to understand the customer, creates customer-focused practices to prevent issues, and assures customer satisfaction.
  • Building a Successful Team – Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team and business goals.
  • Continuous Learning – Identifying new areas for learning; creates and takes advantage of learning opportunities; consistently gains knowledge and skill on the job and learning through their application.
  • Building Partnerships – Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals.
  • Developing Others – Planning and supporting the development of other individuals’ skills and abilities, so that they can fulfill current or future job/role responsibilities more effectively.
  • Innovation – Views difficult situations and/or problems as opportunities for improvement resulting in innovative solutions while trying different/novel ways to embrace change.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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