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The Director, Omni-Channel Solutions devises an effective strategy for executing and delivering on IT business initiatives. The Director, Technology Solutions requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Director, Omni-Channel Solutions

Role Overview

The Director of Omni-Channel Solutions will lead strategic initiatives to deliver seamless customer experiences across digital and contact center platforms, serving as the IT owner for all BPO locations. This role demands deep expertise in contact center technologies, cloud-based solutions, and AI-driven conversational platforms, combined with strong BPO management experience. The ideal candidate will blend technical proficiency with visionary leadership to drive innovation, operational excellence, and transformation.

Key Responsibilities

+ Define and execute the omni-channel strategy across voice, digital, and self-service channels.

+ Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security.

+ Oversee integration of Genesys Cloud and Google CCAI/CES for advanced conversational AI experiences.

+ Collaborate with cross-functional teams to align technology solutions with business objectives.

+ Manage vendor relationships, including BPO partners, ensuring compliance with enterprise standards.

+ Drive continuous improvement through analytics, automation, and emerging technologies.

+ Mentor and develop a high-performing team of solution architects and engineers.

Use your skills to make an impact

Required Qualifications

+ 10+ years in Contact Center Technologies, with 5+ years of Genesys Cloud experience.

+ Strong BPO management experience across multiple locations.

+ Proven expertise with Google CCAI/CES conversational AI solutions.

+ Minimum 10 years of management experience, including leadership of large teams and strategic programs.

+ Strong understanding of omni-channel customer engagement strategies.

+ Excellent communication and stakeholder management skills.

+ Ability to drive innovation and deliver measurable business outcomes.

Preferred Skills

+ Knowledge of cloud migration strategies and security best practices.

+ Familiarity with AI/ML applications in customer experience.

+ Experience in telecom or large-scale enterprise environments.

+ Proven success in managing large BPO operations.

Additional Information

Work-At-Home Requirements

+ WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

+ A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

+ Satellite and Wireless Internet service is NOT allowed for this role.

+ A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

\#LI-Remote

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$172,200 - $236,900 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.