CIGNA is looking for a Customer Engagement Solutions Director (CESD) with proven experience in architecting, implementing, and managing complex contact center software delivery. The role will serve both at the strategic and tactical levels across CIGNA programs, implementing solutions that meet the business and program requirements. This role represents a highly visible and efficient set of services at Cigna. Conversational AI is the front door to our provider and customer base, and the continued innovation in this space is crucial to Cigna’s strategy. These are complex services that require navigation of business requirements, technical execution, and interdepartmental collaboration for effective service delivery. In this role, the individual will lead and coordinate with other team members to execute the CIGNA strategy for conversational/self-service solutions, provide technical support, and support initial setup and delivery. The role will focus on increasing business value through innovative solutions, including the adoption and inclusion of Generative AI, resulting in improved customer experience across CIGNA programs. The candidate must have proven experience to operate independently and demonstrate experience providing leadership and guidance to architect and implement complex software systems.
Job Responsibilities/Duties:
- Engage with internal teams to lead, develop, and establish Contact Center methodologies and best practices to enable implementations of small to large enterprise programs.
- Support opportunity pursuits that include review and support for new business opportunities and authoring whitepapers.
- Provide technical leadership, enhancing and iterating new and existing tools for new pursuits and existing programs.
- Identify and develop the technology and partner strategy around contact self-service automation.
- Develop and provide presentations and demonstrations of solutions to both internal and external stakeholders.
- Facilitate and engage with stakeholders and senior leaders to discuss systems modernization leveraging innovative delivery methodologies.
- Provide guidance and roadmap to transition from legacy implementation approaches to more outcomes-driven approaches, including providing leadership and coaching.
- Provide program leadership to manage and deliver on complex enterprise Contact Center initiatives, including multiple programs across an enterprise portfolio.
- Engage with internal program teams to provide support and guidance, and oversee program adherence to DevOps best practices.
Requirements:
- Over 10 years of proven experience with design, development, and implementation of large enterprise Contact Center technology programs.
- 4-6 years of experience with IVA/IVR/Self-service automation solutions (KORE.AI, etc.) in an omni-channel deployment model.
- 4-6 years of experience leading Contact Center solutions (Cisco/Genesys/Avaya/Five9).
- Thorough understanding of the contact center industry technology and the current and future technology vision for CIGNA.
- Demonstrated knowledge and experience with facilitating transformation from legacy platforms to modern, customer-focused solutions.
- Seven to ten years of leadership experience in a commercial or governmental contact center environment.
- Strong analytical problem-solving skills, with the ability to collaborate with team members to solve problems while actively seeking input from multiple sources.
- Strong written and verbal communication skills, including presentation skills to senior management both internal and external.
- PMP, ITIL, and/or solution provider certification (e.g., Genesys/Cisco/Avaya experience) preferred.
- BS in Computer Science or related engineering field; Masters preferred.