Senior Contact Centre Transformation Architect / Contact Centre Champion

Position: Senior Contact Centre Transformation Architect / Contact Centre Champion.

Location: Phoenix, AZ preferred (Onsite) or USA anywhere

Duration: 6-12 Months

Role Summary

CVS is seeking a senior Contact Center Transformation Architect to lead its HR Contact Center modernization initiative.

The consultant will partner with CVS SMEs, support platform/vendor selection, define the transformation roadmap, and drive Voice AI adoption and contact center optimization initiatives.

Key Responsibilities

•             Build the HR Contact Center transformation roadmap in collaboration with CVS SMEs.

•             Participate in vendor/RFP presentations.

•             Assess and recommend contact center technologies/platforms.

•             Play a pivotal role in platform/vendor selection decisions.

•             Define and implement Voice AI strategy.

•             Identify integration and connection points across HR systems.

•             Drive initiatives to reduce cost per call and improve operational efficiency.

•             Provide architecture leadership throughout the transformation assessment phase.

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Required Experience:

•             Contact Center Transformation

•             CCaaS Platform Assessment & Selection

•             Contact Center Architecture

•             Voice AI / Conversational AI

•             Vendor Evaluation & RFP Participation

•             Executive Stakeholder Management

•             Transformation Roadmap Development

•             Cost Optimization and Automation Strategy

Preferred Skills & Experience

Contact Center Expertise

•             Enterprise Contact Center transformation programs

•             CCaaS platforms evaluation and selection

•             Contact Center architecture and solution design

•             Workforce optimization and customer/employee experience modernization

AI & Automation

•             Voice AI implementations

•             Conversational AI solutions

•             Call analytics

•             Automation-led operational improvements

•             Contact center cost optimization

Consulting / Advisory

•             Executive stakeholder engagement

•             Vendor evaluation and RFP management

•             Business case development

•             Transformation roadmap creation

Nice-to-Have

The earlier discovery discussions indicate CVS was evaluating technologies such as:

•             Cresta

•             Retell AI

•             Parloa

•             Kore.ai

•             ServiceNow Employee Workflows

•             LiveKit

•             Google CCAIX considerations