Director, Omni-Channel Solutions

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The Director, Omni-Channel Solutions devises an effective strategy for executing and delivering on IT business initiatives. The Director, Technology Solutions requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Location:

[Remote, Louisville, Dallas, Washington DC preferred}

The Director of Omni-Channel Solutions will lead strategic initiatives to deliver seamless customer experiences across digital and contact center platforms, serving as the IT owner for all BPO locations. This role demands deep expertise in contact center technologies, cloud-based solutions, and AI-driven conversational platforms, combined with strong BPO management experience. The ideal candidate will blend technical proficiency with visionary leadership to drive innovation, operational excellence, and transformation.

• Define and execute the omni-channel strategy across voice, digital, and self-service channels.

• Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security.

• Oversee integration of Genesys Cloud and Google CCAI/CES for advanced conversational AI experiences.

• Collaborate with cross-functional teams to align technology solutions with business objectives.

• Manage vendor relationships, including BPO partners, ensuring compliance with enterprise standards.

• Drive continuous improvement through analytics, automation, and emerging technologies.

• Mentor and develop a high-performing team of solution architects and engineers.

• 10+ years in Contact Center Technologies, with 5+ years of Genesys Cloud experience.

• Strong BPO management experience across multiple locations.

• Proven expertise with Google CCAI/CES conversational AI solutions.

• Minimum 10 years of management experience, including leadership of large teams and strategic programs.

• Strong understanding of omni-channel customer engagement strategies.

• Excellent communication and stakeholder management skills.

• Ability to drive innovation and deliver measurable business outcomes.

• Knowledge of cloud migration strategies and security best practices.

• Familiarity with AI/ML applications in customer experience.

• Experience in telecom or large-scale enterprise environments.

• Proven success in managing large BPO operations.

• WAH requirements:
  Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

• A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

• Satellite and Wireless Internet service is NOT allowed for this role.

• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

#LI-Remote

Travel:
While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

40

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$172,200 - $236,900 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and…