- Company Name
- Valeris
- Job Title
- Vice President of IT Business Systems and Strategy
- Job Description
-
**Job Title**
Vice President of IT Business Systems and Strategy
**Role Summary**
Lead enterprise‑wide transformation of contact center and communications infrastructure, aligning technology strategy with business objectives and private‑equity value creation. Manage multi‑platform environment (Cisco WebEx, NICE CXone, Salesforce CTI/Service Cloud Voice, WFM, SMS, fax) to deliver secure, scalable, omnichannel patient support.
**Expectations**
- Deliver strategic vision and execution for communication services.
- Modernize contact center to cloud‑native, omnichannel platforms.
- Ensure regulatory compliance (HIPAA, ISO 27001).
- Drive cost efficiencies and vendor value.
- Build and lead high‑performing cross‑functional teams.
**Key Responsibilities**
1. Define and execute enterprise communication vision, ensuring alignment with corporate goals.
2. Lead transformation initiatives: platform upgrades, process redesign, workforce enablement, and phased rollouts.
3. Develop change management plans (readiness assessments, training, communication).
4. Drive adoption of cloud‑native, omnichannel solutions (voice, chat, SMS, email, social).
5. Integrate communications with Salesforce hub and custom agent workflow tools.
6. Monitor KPIs, SLAs, and operational metrics; champion continuous improvement and automation.
7. Partner with IT, CX, Ops, and Compliance to align infrastructure, service delivery, and risk management.
8. Establish governance frameworks for change, risk, and compliance.
9. Manage vendor relationships, negotiate contracts, and control budgets.
10. Build, mentor, and retain high‑performing teams across platforms and locations.
**Required Skills**
- Leadership: 10+ years in contact‑center communication technology or operations, with proven transformation experience.
- Technical: Expertise in Salesforce, Cisco WebEx Contact Center, NICE CXone (or NICE), WFM, SMS, fax, and cloud‑based CCaaS architecture.
- Business Acumen: Budget management, vendor negotiation, large‑scale implementation and platform transition oversight.
- Compliance: Deep knowledge of HIPAA, ISO 27001, and regulatory security standards.
- Change Management: Proficiency with Prosci, ADKAR, or Kotter methodologies.
- Communication: Strong cross‑functional collaboration, strategic thinking, and leadership of distributed teams.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Business, or related field (required).
- Master’s degree preferred.
- Formal change management certification (Prosci, ADKAR, Kotter) is a plus.
Morrisville, United states
On site
Senior
02-12-2025