Innovation Lead (CcaaS / CX)

Miratech; Saint Paul (MN); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading technology firm is seeking an Innovation Lead to drive the transformation of their healthcare insurance provider's contact center ecosystem. The role involves spearheading the migration from legacy systems to modern cloud-based platforms while implementing AI/ML solutions for improved customer experience. The ideal candidate has over 4 years of experience in similar roles, strong cloud platform expertise, and exceptional stakeholder management skills. Competitive pay and benefits are offered in a flexible, remote work environment.

Benefits

Comprehensive health insurance

Language courses

Relocation program

Professional development opportunities

Inclusive work environment

Team-building events

Qualifications

• 4+ years in innovation, CX transformation, or cloud contact center migration.
• Hands-on expertise in Google CCAI, Amazon Connect, Genesys Cloud, or NICE CXone.
• Strong knowledge of AI/ML in CX (chatbots, NLP, speech analytics).
• Experience with cloud platforms, DevOps, CI/CD, and test automation.
• Proven ability to quantify business impact and align tech initiatives with goals.
• Exceptional stakeholder management experience.

Responsibilities

• Lead the innovation strategy from legacy systems to modern cloud platforms.
• Implement AI/ML-driven solutions to enhance omnichannel customer experience.
• Own end-to-end execution of cloud migration including security and compliance.
• Communicate business impacts to stakeholders, securing executive buy-in.
• Collaborate with IT and Operations to manage budgets and ensure adoption.
• Drive a culture of innovation and stay ahead of industry trends.
• Optimize resource allocation for timely project delivery.

Skills

Innovation

Cloud contact center migration

AI/ML knowledge

Stakeholder management

Cross-functional collaboration

Tools

Google Dialogflow

Amazon Connect

Genesys Cloud

NICE CXone

AWS

GCP

Job description

Overview

We are seeking a dynamic Innovation Lead to drive transformation of our healthcare insurance provider’s contact center ecosystem. This role will spearhead migration from legacy contact center technologies to modern cloud-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 strategy from legacy systems to modern CCaaS 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 execution of 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-functionally with IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies.
• Drive a culture of innovation by staying ahead of CX/CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage.
• Optimize resource allocation and vendor partnerships to 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 expertise in Google CCAI (Dialogflow), Amazon Connect, Genesys Cloud, or NICE CXone implementations (any of these).
• Strong knowledge of AI/ML in CX (chatbots, NLP, speech analytics, predictive routing).
• Experience with cloud platforms (AWS, GCP), DevOps, CI/CD, and test automation in contact center environments.
• Proven ability to quantify business impact (ROI, cost savings, CX metrics) and align tech initiatives with revenue/cost goals.
• Exceptional stakeholder management, with experience influencing C-level executives.

Nice to have

• Certifications in AWS Connect, Google CCAI, or CCaaS platforms.
• Background in healthcare/insurance compliance (HIPAA, PCI).
• Familiarity with CRM integrations (Salesforce, Zendesk) and workforce 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: comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: flexibility of remote work.
• Growth Mindset: professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaboration on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: dynamic, global team with inclusive and supportive work environment, open communication and regular team-building events.
• Social Sustainability Values: sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

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