Sr. Manager, Contact Center Platforms & AI

University of Miami; Avenue (MD); On-site; USD 120,000 - 170,000; Full time

Job summary

The University of Miami is seeking a Sr Manager, Contact Center Platforms & AI to lead and optimize its contact center platforms, AI, automation, and digital engagement technologies onsite at the Medley Office. This role drives governance, implementation, and innovation to improve patient and employee experiences.

Applicants should bring 5+ years of relevant experience, strong leadership, and deep knowledge of operational analytics, change management, and cross-team collaboration to deliver

Qualifications

• Bachelor’s degree in a relevant field and 5+ years of experience in contact center platforms or AI-enabled environments.
• Proven ability to lead cross-functional teams and manage complex technology initiatives.
• Strong communication, change management, and stakeholder engagement skills.

Responsibilities

• Leads strategic initiatives focused on contact center platforms, AI, automation, digital engagement, and operational excellence.
• Translates organizational goals into actionable roadmaps, programs, and technology initiatives.
• Provides leadership and oversight for contact center platforms, patient engagement technologies, automation solutions, and digital tools.
• Oversees platform governance, administration, configuration, and lifecycle management of contact center technologies.
• Leads evaluation, selection, implementation, and optimization of technology solutions for contact center operations.
• Oversees enterprise automation, AI, virtual agents, and self-service capabilities to improve efficiency and customer experience.
• Directs workflow redesign and technology enablement to standardize operations.
• Partners with leaders across departments to identify needs, prioritize initiatives, and develop scalable solutions.
• Establishes performance metrics, dashboards, and reporting to monitor outcomes and service levels.
• Leads analytics and voice-of-the-customer programs to identify trends and opportunities.
• Develops business cases and ROI analyses to support investments and priorities.

Skills

Operational Leadership

Team Leadership

Communication

Change Management

Technical Proficiency

Education

Bachelor’s degree in relevant field

Job description

The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a Full Time Sr Manager Contact Center Platforms & AI, to work onsite in the Medley Office.

Core Job Summary

The Sr Manager, Contact Center Platforms & AI (H) provides leadership and oversight for contact center platforms, artificial intelligence, automation, digital engagement technologies, and operational analytics supporting UHealth contact center operations. The incumbent leads the implementation, optimization, and governance of technology solutions, partners with key stakeholders to improve service delivery and operational efficiency and drives innovation through scalable digital and AI-enabled solutions that enhance the patient and employee experience.

Core Responsibilities

• Leads strategic initiatives focused on contact center platforms, artificial intelligence, automation, digital engagement, and operational excellence across UHealth.
• Translates organizational goals into actionable roadmaps, programs, and technology initiatives that enhance service delivery, operational performance, and patient experience.
• Provides leadership and oversight for contact center platforms, patient engagement technologies, automation solutions, and digital communication tools supporting enterprise operations.
• Oversees platform ownership, governance, administration, configuration, and lifecycle management of contact center and digital engagement technologies.
• Leads the evaluation, selection, implementation, and optimization of technology solutions that support contact center operations, patient communications, and enterprise service delivery.
• Oversees enterprise automation, artificial intelligence, virtual agent, conversational AI, intelligent routing, and self-service capabilities to improve efficiency and customer experience.
• Directs workflow redesign, process improvement, and technology enablement initiatives that streamline operations and promote standardization across the organization.
• Partners with operational, clinical, administrative, information technology, telecommunications, and application leaders to identify business needs, prioritize initiatives, and develop scalable solutions.
• Establishes performance measurement strategies, key performance indicators, dashboards, scorecards, and reporting frameworks to monitor operational effectiveness, service levels, and business outcomes.
• Leads enterprise analytics, operational intelligence, interaction analytics, and voice-of-the-customer programs to identify trends, risks, opportunities, and actionable insights.
• Develops business cases, operational assessments, strategic recommendations, and return-on-investment analyses to support technology investments and organizational priorities.
• Manages the intake, prioritization, governance, and execution of platform enhancements, technology initiatives, and operational improvement projects.
• Provides leadership, coaching, and development to assigned staff while fostering a culture of accountability, innovation, collaboration, and continuous improvement.
• Leads change management, communication, training, adoption, and stakeholder engagement activities to support successful implementation and long-term sustainability of technology initiatives.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
• Ensures employees are trained on controls within the function and on University policy and procedures.
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications

Bachelor’s degree in relevant field required

Minimum 5 years of relevant experience required

Knowledge, Skills and Abilities:

• Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness.
• Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change.
• Financial Oversight: Knowledge of financial operations and management.
• Team Leadership: Ability to create and maintain a cohesive and productive team environment, build positive working relationships and work collaboratively with others.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively.

Any relevant education, certifications and/or work experience may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth‑University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the groundbreaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status: Full time Employee Type: Staff

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.