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Practice Lead Contact CenterVirtualVocations • Burlington, Vermont, United States
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Practice Lead Contact Center

Practice Lead Contact Center

VirtualVocations • Burlington, Vermont, United States
4 days ago
Job type
  • Full-time
Job description
To architect and deliver next-generation customer-centric solutions, the full-time remote Practice Lead Contact Center will manage process redesign, agentic automation deployment, and solution strengthening within Customer Care Operations while collaborating with clients and stakeholders. Key responsibilities Redesign end-to-end Customer Care Operations processes for agent readiness and orchestration across various channels Develop and institutionalize an agentic automation deployment framework, translating business outcomes into actionable design choices Lead the design and deployment of customer-focused solutions, ensuring alignment with client needs and transformation roadmaps Required qualifications 5+ years of experience in Customer Care Operations and Contact Center functions within the insurance industry 15+ years of experience as a process architect focused on automation and agentic orchestration Strong commercial acumen with the ability to build business cases and ROI narratives for transformation programs Proven experience in solution architecture, RFP responses, and proposal development Familiarity with agentic frameworks, automation, AI/ML, and digital platforms
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Practice Lead Contact Center • Burlington, Vermont, United States

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