Contact Center Transformation Architect

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.

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