Manager, Voice Services

Position Description

Base pay is influenced by several factors including a candidate's qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future.

Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more.

At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it's why our employees consistently vote us one of the "Best Places to Work in PA."

This role is responsible for overseeing the design, planning, implementation, and management of Capital's voice infrastructure and associated communications facilities, including integrated voice systems, Automated Call Distribution (ACD) systems, Contact Center as a Service (CCaaS) voice/screen recording systems, quality and workforce management tools, interactive voice response scripting (IVR) and customer experiences as well as fixed endpoint device technology. The role will lead strategic planning for voice services, manage vendor relationships, optimize resources, and align solutions with organizational goals.

Additionally, this position will provide technical leadership, budget oversight, and collaborate with IT and business stakeholders to deliver scalable, cost-effective voice solutions that enhance user experience and operational efficiency.

Responsibilities and Qualifications

* Strategy & Product Ownership:
Define and track improvements to customer experience and KPIs and publish transparent reporting/dashboard for stakeholders. Partner with business stakeholders to align strategies and priorities and deliver according to business needs. Act as an advisor on CCaaS tooling to all stakeholders providing best in class recommendations, implementations and customer experiences. Manager all vendor relationships including financial and contractual components. Lead technical recommendations and integrations across enterprise to enable efficient and accurate solutions.

* Platform Leadership (NICE CXone):
Serve as the internal subject‑matter authority on NICE CXone capabilities (ACD/IVR, Digital, WEM/IEX, Recording/QM, analytics, AI features such as Auto Summary) and licensing models; drive adoption and optimization across all lines of business. Oversee environment architecture, configuration standards, release/change management, and platform health (availability, capacity/ports, utilization, storage). Establish and enforce CCaaS governance, tenant hygiene, role‑based access, and auditability aligned to HIPAA and enterprise security policies.

* IVR & Experience Design:
Own end‑to‑end IVR strategy, conversation design, and Studio scripting standards; champion journeys that minimize effort, authenticate securely, and resolve or route with high accuracy.

* Implement data‑driven tuning (DTMF/NLU menus, containment, handle time) and A/B testing to improve task completion and reduce transfers/abandons.

* Operations, Support & Service Excellence:
Run day‑to‑day CCaaS operations with strong incident, problem, and change practices; drive MTTR reduction and "first‑time‑right" implementations. Define and track platform and experience KPIs (see "Success Metrics") and publish transparent dashboards for stakeholders. Partner with business areas to align staffing, skills, and routing strategies; coordinate with Quality/Training to close experience gaps.

* Leadership & Team Development:
Lead, coach, and develop a small, high‑impact team of CCaaS/IVR engineers and analysts; promote engineering rigor, documentation, and a culture of learning. Foster cross‑functional collaboration across the organization and enterprise platforms to deliver end‑to‑end outcomes.

Skills

* Communication:
T…