Innovation Lead (CcaaS / CX)

Miratech; Athens (TX); Remote; USD 100,000 - 130,000; Full time

Job summary

A leading healthcare technology firm is seeking an Innovation Lead to spearhead the migration to modern cloud-based platforms. This role requires 4+ years in innovation and CCaaS migration, hands-on experience with AI/ML solutions, and strong stakeholder management skills. The position offers a competitive pay and a culture that promotes performance and growth opportunities in a remote work environment.

Benefits

Health insurance

Language courses

Relocation program

Professional development opportunities

Inclusive work environment

Sustainable business practices

Qualifications

• 4+ years in innovation, CX transformation, or CCaaS migration (healthcare experience a plus).
• Hands-on expertise in Google CCAI or similar platforms.
• Strong knowledge of AI/ML in CX.
• Experience with cloud platforms and DevOps in contact center environments.
• Proven ability to quantify business impact and align tech initiatives with goals.

Responsibilities

• Lead the migration strategy from legacy systems to modern CCaaS platforms.
• Identify and implement AI/ML-driven solutions for enhanced CX.
• Drive end-to-end execution of cloud migration.
• Communicate business impact to stakeholders and secure buy-in.
• Collaborate with IT, Operations, and vendors for smooth technology adoption.

Skills

Cloud contact center migration

AI/ML solutions

Stakeholder management

Cross-functional collaboration

Tools

Google CCAI

Amazon Connect

Genesys Cloud

NICE CXone

AWS

GCP

Job description

Overview

We are seeking adynamic Innovation Leadto drive the transformation of our healthcare insurance provider’s contact center ecosystem. This role will spearhead the migration from legacy contact center technologies to moderncloud-based CX platforms (e.g., Google Dialogflow, Amazon Connect, NICE CXone, Genesys Cloud)while ensuring innovation aligns with business objectives.

Responsibilities

• Lead the innovation and migration strategyfrom legacy systems to modernCCaaS platforms (Google CCAI, Amazon Connect, Genesys, NICE CXone), ensuring alignment with business goals, cost efficiency, and improved CX metrics (CSAT, NPS, FCR).

• Identify and implement AI/ML-driven solutions(chatbots, NLP, predictive routing, speech analytics) to enhance omnichannel CX (voice, chat, email, IVR) and operational efficiency.

• Own end-to-end executionof cloud migration, including integration, scalability, security (HIPAA/SOC2 compliance), and CI/CD/DevOps automation for seamless transitions.

• Quantify and communicate business impact(ROI, cost savings, CX improvements) to stakeholders, securing executive buy-in through data-driven insights and regular progress updates.

• Collaborate cross-functionallywith IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies.

• Drive a culture of innovationby staying ahead of CX/CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage.

• Optimize resource allocation and vendor partnershipsto deliver projects on time, within scope, and with measurable outcomes.

Qualifications

• 4+ years in innovation, CX transformation, or cloud contact center (CCaaS) migration(healthcare/insurance experience a plus).

• Hands-on expertiseinGoogle CCAI (Dialogflow), Amazon Connect, Genesys Cloud, or NICE CXoneimplementations (Any of these).

• Strong knowledge ofAI/ML in CX (chatbots, NLP, speech analytics, predictive routing).

• Experience withcloud platforms (AWS, GCP), DevOps, CI/CD, and test automationin contact center environments.

• Proven ability toquantify business impact (ROI, cost savings, CX metrics)and align tech initiatives with revenue/cost goals.

• Exceptionalstakeholder management, with experience influencing C-level executives.

Nice to have:

• Certifications inAWS Connect, Google CCAI, or CCaaS platforms.

• Background inhealthcare/insurance compliance (HIPAA, PCI).

• Familiarity withCRM integrations (Salesforce, Zendesk)andworkforce optimization (WFM, QM)tools.

We offer

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.

• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.

• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

• Social Sustainability Values: join oursustainable business practicesfocused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Additional Information

All your information will be kept confidential according to EEO guidelines.