AVP – AI-Powered Customer Experience & Contact Center Technologies (AI)

TL;DR

AVP – AI-Powered Customer Experience & Contact Center Technologies (AI): Leading the modernization and operation of enterprise contact center platforms, Conversational AI, and omnichannel customer engagement capabilities with an accent on Google CCAI/GECX, Genesys Cloud CX, cloud transformation, and AI governance. Focus on designing AI-powered self-service experiences, delivering complex transformation programs, and building high-performing engineering and operations teams.

Location: Remote Kentucky; occasional travel to hirify.global offices may be required. East Coast location preferred.

Salary: $189,400–$260,500 per year, plus eligibility for a bonus incentive plan.

Company

hirify.global is a U.S. healthcare company providing insurance and healthcare services to millions of people through hirify.global and CenterWell.

What you will do

• Define the strategy, roadmap, and execution model for Conversational AI, Genesys Cloud CX, IVR/IVA, voice, digital, and omnichannel engagement platforms.
• Lead enterprise contact center modernization and cloud transformation programs from planning and architecture through deployment and operational stabilization.
• Deliver AI-enabled self-service, virtual agent, Agent Assist, and conversational experiences that improve containment, automation, customer experience, and operational efficiency.
• Establish governance, KPIs, release planning, risk management, adoption strategies, and value realization for AI and contact center initiatives.
• Partner with business, product, architecture, engineering, operations, vendors, and technology leadership to align priorities and deliver outcomes.
• Lead teams across platform engineering, Conversational AI, IVR/IVA, digital engagement, DevOps, production support, and vendor management.

Requirements

• 12+ years of experience in IT leadership roles, including at least 5 years managing Genesys cloud contact center platforms.
• Hands-on experience delivering Conversational AI implementations using Google CCAI/GECX or equivalent platforms, including virtual agents, conversational design, intent modeling, integrations, analytics, and optimization.
• Strong knowledge of Generative AI, Voice AI, Agent Assist, knowledge management, AI governance, security, compliance, and responsible AI.
• Experience leading large-scale platform transformation, cloud migration, technology operations, and complex enterprise delivery programs.
• Experience managing global teams, vendors, senior stakeholders, and cross-functional engineering and operations groups.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field; excellent communication, decision-making, and strategic leadership skills.

Nice to have

• Genesys Cloud certifications.
• Experience as a Development Lead in Customer Service Technology.
• East Coast location.

Culture & Benefits

• Remote work with a dedicated, interruption-free workspace required to protect member PHI and HIPAA information.
• Home internet must provide at least 25 Mbps download and 10 Mbps upload speeds.
• Medical, dental, and vision coverage.
• 401(k), paid time off, company and personal holidays, and paid parental and caregiver leave.
• Short- and long-term disability coverage, life insurance, and wellness-focused benefits.
• 40 scheduled hours per week.