[Hiring] Manager of Digital and Unified Communications Optimization @OSF HealthCare

Role Description

The Manager, Digital and Unified Communications Optimization is responsible for the strategic ownership, continuous optimization, and product evolution of the contact center, unified communications and digital health technology platforms. The manager partners closely with operations and IT to prioritize enhancements, lead platform innovation, and drive adoption of new functionality. This role blends technical depth with operational leadership, ensuring that digital and unified communications platforms are reliable, scalable, and aligned with business goals.

Top candidates will have experience integrating Genesys (or comparable CCaaS (Contact Center as a Service) with CRM (Customer Relationship Management) platforms.

Qualifications

• Education: Bachelor’s degree in information systems, business, or healthcare related field.
• Experience:
  • 1 year of direct leadership experience.
  • 2 years in contact center technology or digital platform management.
  • Experience leading platform optimization, roadmap development, and enterprise implementations.
• Other Skills/ Knowledge:
  • Excellent interpersonal and communication skills.
  • Solid computer skills, including proficiency with Microsoft software.
  • Strong analytical and problem-solving skills, with the ability to be detail oriented.
  • Strong knowledge of contact center operations, digital engagement, IVR (interactive voice response), routing, and workforce management tools.
  • Proven ability to lead cross-functional teams and manage complex stakeholder environments.
  • Excellent project management skills with the ability to prioritize tasks, manage timelines, and meet deadlines.
  • Detail-oriented with a passion for staying abreast of healthcare industry trends and best practices.
  • Excellent decision-making skills, with the ability to use data to drive decisions.

Requirements

• Education: Master's degree in information systems, business, or healthcare related field.
• Experience:
  • Experience in healthcare, or other highly regulated large-scale environments.
  • Product management, project management, or agile experience.
  • Experience integrating Genesys (or comparable CCaaS (Contact Center as a Service) with CRM (Customer Relationship Management) platforms.
• Licensure/ Certification: Genesys Cloud Certification(s).
• Other Skills/ Knowledge:
  • Demonstrated ability to have crucial conversations, work collaboratively with a wide variety of people, and respond to stressful situations in a calm and rational manner.
  • Proven ability to work in a fast-paced environment with changing priorities, with flexibility and an eagerness to support changes.

Benefits

• Expected pay for this position is $39.49 - $52.31/hour. Actual pay will be determined by experience, skills, and internal equity.
• This is a Salaried position.

Company Description

OSF HealthCare is dedicated to providing Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition, and well-being offerings that focus on the whole person and engage with their current stage of life and career.

Click here to learn more about benefits and the total rewards at OSF.