Pharmacy Customer Experience Solutions Architect

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The Pharmacy Contact Center Solutions Architect serves as the strategic and technical leader for omnichannel unified customer engagement platforms across the organization. This role is responsible for designing, implementing, and optimizing enterprise-grade voice and digital engagement solutions, ensuring scalability, resiliency, and compliance in highly regulated environments. The position partners with executive leadership, IT, operations, and vendor teams to deliver transformative customer experience initiatives, including IVR modernization, cloud migration, and advanced analytics integration.

Exciting new remote role supporting CareTria's Pharmacy Division; ability to travel to corporate locations 20%.

• Pharmacy enterprise Architecture & Strategy: Define and maintain the roadmap for contact center technology, including IVR/ACD platforms, omnichannel routing, and digital engagement tools. Lead cloud migration and platform consolidation initiatives (NICE CXOne, Five9, Genesys, Avaya, Cisco). Establish governance frameworks for system provisioning, security, and compliance.
• Omnichannel Experience Design: Architect intelligent IVR workflows leveraging APIs, CRM integrations, and dynamic data routing. Drive self-service containment strategies and personalization to improve NPS and reduce AHT.
• Integration & Automation: Oversee integration between telephony platforms, CRMs (Salesforce), WFM tools, and analytics engines. Implement automation for reporting, routing logic, and disaster recovery protocols.
• Salesforce Expertise: Configure and maintain Salesforce integrations with telephony and other enterprise platforms. Support development of cloud base platforms (Salesforce reports and dashboards for operational and executive insights. Ensure data integrity and optimize workflows between Salesforce and external systems.
• Ticketing & Triage: Manage ticket triage for system issues, enhancements, and user requests. Collaborate with cross-functional teams to ensure timely resolution and communication.
• Performance Analytics & Reporting: Develop KPI dashboards and executive reporting for CX performance, SLA adherence, and operational efficiency. Govern data integrity across platforms and ensure actionable insights for leadership.
• Vendor & Stakeholder Management: Manage vendor relationships, contract negotiations, and SIP provider consolidation. Collaborate with compliance and business units to align technology with regulatory requirements.
• Continuous Improvement: Identify opportunities to enhance resiliency, scalability, and cost efficiency. Lead change management and UAT cycles for enterprise deployments.
• Collaborate with pharmacy operations teams to ensure technology solutions align with dispensing workflows and compliance requirements
• Perform all other duties as assigned.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor’s degree in computer science, Information Systems, or related field (or equivalent experience).
• 3+ years of experience in contact center technology architecture and operations.
• Proficiency in telephony platforms NICE CXOne, Five9, Genesys, Avaya, Cisco UCCX, and Salesforce CTI integrations.
• Proven track record in cloud migration, IVR design, and omnichannel strategy.
• Strong knowledge of compliance frameworks (HIPAA, PCI, SOX) and disaster recovery planning.
• Knowledge of medical terminology, brand and generic names of medications, and general pharmacy terminology
• Ability to read, write, speak, and understand the English language

PREFERRED EDUCATION AND EXPERIENCE:

• Background in healthcare, pharma, or other regulated industries.
• Certification in telephony setup and administration, including IVR configuration and workflow design.
• Expertise in integrating cloud-based platforms with Salesforce and other enterprise systems.
• Experience with Workforce Management (WFM) tools and speech analytics platforms for performance optimization.
• Customer service evaluation and satisfaction experience
• Knowledge of insurance procedures

KNOWLEDGE, SKILLS & ABILITIES:

• Advanced technical design and troubleshooting skills for telephony and CRM integrations.
• Strong leadership and stakeholder engagement capabilities.
• Excellent communication and executive presentation skills.
• Ability to manage complex projects and competing priorities in a fast-paced environment.

PHYSICAL DEMANDS:

• Location of job activities: 100% remote
• Up to 20% of travel
• Noise and / or vibrations exposure
• Reaching (overhead), handling, and feeling
• Stand and sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.