This position is incentive eligible.
Do you want to join an organization that invests in you as an AVP Contact Center Technology? At Parallon, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.
Parallon is seeking a transformational technology executive to serve as AVP of Contact Center Technology, responsible for establishing and directing the strategic technology vision for enterprise Contact Center operations.
This leader will drive modernization and optimization of a cloud-native Contact Center ecosystem (Genesys Cloud CX) across multiple lines of business. The role includes advancing conversational AI, Agentic AI, CRM-integrated workflow automation, and intelligent routing technologies to elevate customer experience, operational efficiency, and compliance performance in a large healthcare enterprise.
The AVP will partner across IT and Operations to ensure Contact Center platforms meet or exceed business objectives while enabling disciplined, scalable integration of AI into voice, digital, and CRM workflows. The AVP should have a well-balanced background in core telephony infrastructure, network operations, and software development/support processes, along with senior-level management experience and strong executive presence.
The AVP should be a creative and driven executive who will lead a technology transformation with a large-scale team of stakeholders in a fast-paced environment. The AVP should have awareness of and experience with overcoming technical challenges in the areas of digital messaging, call routing (inbound/outbound), API integration, incorporating CCAI (virtual agent), PCI compliance and others. Oversee and direct technology guidance and objectives in the Contact Center with organizational entities including; CRM, Workforce Management, Data Analytics and Quality.
In this role you will:
Qualifications:
Benefits
Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.
Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.
HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our AVP Contact Center Technology opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, we are the nation's leading provider of healthcare services, a company comprised of locally managed facilities that includes about 165 hospitals and 115 freestanding surgery centers in 20 states and England and employing approximately 204,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities. Richard M. Bracken serves as Chairman of HCA and R. Milton Johnson is the company's President and Chief Executive Officer.
HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we give them by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality. Investing in our communities is important to us. HCA typically invests about $1.5 billion annually to keep our facilities modern and up-to-date technologically and to expand and add services where needed. Focusing primarily on communities where the company is a leading healthcare provider, HCA selectively adds new facilities in order to better serve our communities.
And because two HCA founders were physicians, we value highly the strong relationships we've created with local physicians. We endeavor to provide them with a wide array of services and modern facilities in order to help them deliver the best possible care.