AVP Contact Center Technology in Nashville, Tennessee, United States
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AVP Contact Center Technology New

Nashville, TN, United States
Full-time • No Weekends
Directors and Managers   Job ID: 08910-195194
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SHIFT: No Weekends
SCHEDULE: Full-time

Do you want to join an organization that invests in you and provides growth opportunities? At Parallon, you come first. We are committed to providing our employees with the support they need. At Parallon, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable. Some of the unique benefits we offer include: 

  • Tuition Reimbursement
  • Student Loan Repayment
  • 401k (100% annual match – 3%-9% of pay based on years of service)
  • Identity Theft Protection discounts
  • Pet Insurance
  • Auto, Home, and Life Insurance options
  • Adoption Assistance
  • Discounted Employee Stock Purchase Program (ESPP)

We are seeking an AVP, Contact Center Technology to help us further reach our goals. The primary purpose of this role is to lead, support, and direct the team involved in identifying, researching, and analyzing business and strategic opportunities, to develop innovative technical solutions for patient, agent, and technology use cases. This includes strategic planning for the execution of Contact Center Technology programs and initiatives, overseeing all specific project work, and managing financials and budgets for respective team. The business technology strategy, data/analytics, user experience, customer feedback, and technology to create seamless customer experiences. The AVP of Contact Center Technology will lead the team in developing business cases for solving complex experiences, leveraging industry trend data, and market research, in addition to other appropriate resources.

The AVP of Contact Center Technology has responsibility for directing the team that defines all product requirements and communicates them to the business teams. This team also provides support for technical incidents and issues, serving as support to the business and liaison to technology teams. The AVP of Contact Center Technology collaborates with stakeholders across the organization to define the ideal customer experience and how the experience will be delivered through the Contact Center channel. This includes understanding impacts to workforce and any business process and technical requirements needed to support the initiative. The AVP of Contact Center Technology ensures any new work proposals align to the vision of the Contact Center and enables Contact Center associates to add value to the overall customer experience.

The position collaborates with Contact Center Operations, Contact Center Operations Support, and Workforce Optimization, as well as across all of enterprise leadership to understand objectives for Contact Center operational, program and enterprise goals in order to develop a recommended approach or solution. To accomplish this, the AVP of Contact Center Technology must have broad knowledge of Contact Center and related business processes, business management, finance, fulfillment, and technology.


What you will do in this role:

  • Lead technology solution development and support for entirety of Contact Center operations; inclusive of physical locations and work from home.
  • Direct technology support team to ensure Contact Center operations receives timely support and resolution, as well as advocacy for support from technical teams.
  • Represents the customer needs and requirements to drive feature implementation and development with associated technology teams.
  • Collaborate with various business partners in developing and evaluating technology solutions and/or approaches to solving complex problems, often requiring significant change management.
  • Identify impacts to the Contact Center lines of business as relates to new functional and enterprise technology initiatives, including defining measures of success.
  • Advocate on behalf of the Contact Center as a Subject Matter Expert when working with business stakeholders.
  • Oversee business cases using analytics to make informed decisions balancing cost and customer experience on any new or existing work that has been requested.
  • Identify gaps in existing tool or process sets needed to meet the evolution of next generation Digital Contact Center Technologies and/or enterprise strategy deliverables.
  • Lead team to build scenarios to evaluate proposals and present executive level business case reviews for senior leadership to make informed decisions.
  • Analyze customer needs, opinions, and special demands concerning Contact Center programs through analysis of industry trend information, market research and by engaging internal Parallon business teams, competitors, and vendors.
  • Ability to align business needs with strategic and tactical goals and objectives, knowing why system or process change is needed, and effectively analyze the impact of the changes on the business.


What knowledge, skills, abilities, education and experience you will need in this role:

  • Strong understanding of IT&S operations including service desk, desktop and server support, networking, network security, computer operations, and customer service principles
  • A clear understanding of computer systems and corresponding support requirements
  • Possesses strong written, verbal, and presentation skills
  • Strong leadership skills, personal drive, and ability to see projects through to execution in a matrixed environment
  • Strong understanding of HCA/Parallon systems and procedures
  • Strong analytical skills in budgeting, planning and policy maintenance and development
  • Required: Bachelor’s degree in Business Administration, Management Information Systems, Computer Science, Project Management, Process Improvement, or related field
  • Preferred: Master’s degree in Business Administration, Management Information Systems, Computer Science, Project Management, Process Improvement, or related field
  • Required: 10 years’ experience in technology
  • Required: 7 years’ experience in product or project management
  • Required: 7 years’ experience in a contact center
  • Required: demonstrated strong leadership and management abilities.
  • Preferred: 7 years’ experience in healthcare

We are a wholly owned subsidiary of HCA Healthcare, a comprehensive healthcare network where 275,000 people across more than 1,800 care facilities are all committed to creating a positive impact every day. It’s an organization that exists to give people healthier tomorrows.  Most importantly, as a part of HCA Healthcare we’re connected to something bigger, which means more resources, more solutions and more possibilities for everyone who walks through our doors. What matters most to our diverse and talented colleagues is giving people the absolute best healthcare possible. Every day, we seek to raise the bar higher, not just for ourselves, but for healthcare everywhere.


We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



Our Company’s recruiters are here to help unlock the next possibility within your career and we take your candidate experience very seriously. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Gmail or Yahoo Mail. If you feel suspicious of a job posting or job-related email, let us know by clicking here.

For questions about your job application or this site please contact HCAhrAnswers at 1-844-422-5627 option 1.


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Directors and Managers
Full-time • No Weekends

About HCA Healthcare

What matters most to our diverse and talented colleagues is giving people the absolute best healthcare in the most compassionate way possible.

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For questions about your job application or this site, please contact:
HCAhrAnswers at 1-844-422-5627 option 1.

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