Miratech Group
We are seeking a dynamic Innovation Lead to drive the transformation of a healthcare insurance provider’s contact center ecosystem. This role will spearhead the migration from legacy contact center technologies to modern cloud-based CX platforms (e.g., Google Dialogflow, Amazon Connect, NICE CXone, Genesys Cloud) while ensuring innovation aligns with business objectives.
Overview
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world’s largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology and create technology that helps our clients enhance their business. Our culture is built on Relentless Performance, with a track record of high engagement success since 1989. Miratech operates across continents with a global footprint and a large team of professionals, delivering on scale and innovation for our clients. Responsibilities
Lead the innovation and migration strategy from legacy systems to modern CCaaS platforms (Google CCAI, Amazon Connect, Genesys, NICE CXone), ensuring alignment with business goals, cost efficiency, and improved CX metrics (CSAT, NPS, FCR). Identify and implement AI/ML-powered solutions (chatbots, NLP, predictive routing, speech analytics) to enhance omnichannel CX (voice, chat, email, IVR) and operational efficiency. Own end-to-end cloud migration, including integration, scalability, security (HIPAA/SOC2 compliance), and CI/CD/DevOps automation for seamless transitions. Quantify and communicate business impact (ROI, cost savings, CX improvements) to stakeholders, securing executive buy-in through data-driven insights and regular progress updates. Collaborate cross-functionally with IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies. Drive a culture of innovation by staying ahead of CX/CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage. Optimize resource allocation and vendor partnerships to deliver projects on time, within scope, and with measurable outcomes. Qualifications
4+ years in innovation, CX transformation, or cloud contact center (CCaaS) migration; healthcare/insurance experience is a plus. Hands-on expertise in Google CCAI (Dialogflow), Amazon Connect, Genesys Cloud, or NICE CXone implementations. Strong knowledge of AI/ML in CX (chatbots, NLP, speech analytics, predictive routing). Experience with cloud platforms (AWS, GCP), DevOps, CI/CD, and test automation in contact center environments. Proven ability to quantify business impact (ROI, cost savings, CX metrics) and align tech initiatives with revenue/cost goals. Exceptional stakeholder management, with experience influencing C-level executives. Nice to have
Certifications in AWS Connect, Google CCAI, or CCaaS platforms. Background in healthcare/insurance compliance (HIPAA, PCI). Familiarity with CRM integrations (Salesforce, Zendesk) and workforce optimization (WFM, QM) tools. We offer
Culture of Relentless Performance with a strong track record of project success and growth. Competitive pay and benefits including health insurance and relocation programs. Work From Anywhere culture with flexible remote work options. Growth mindset through professional development, certification programs, mentorship, and internal mobility. Global impact through collaboration on projects for top global clients. Welcoming multicultural environment with open communication and team-building events. Social sustainability values across five pillars: IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. Additional Information
All your information will be kept confidential according to EEO guidelines.
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Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world’s largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology and create technology that helps our clients enhance their business. Our culture is built on Relentless Performance, with a track record of high engagement success since 1989. Miratech operates across continents with a global footprint and a large team of professionals, delivering on scale and innovation for our clients. Responsibilities
Lead the innovation and migration strategy from legacy systems to modern CCaaS platforms (Google CCAI, Amazon Connect, Genesys, NICE CXone), ensuring alignment with business goals, cost efficiency, and improved CX metrics (CSAT, NPS, FCR). Identify and implement AI/ML-powered solutions (chatbots, NLP, predictive routing, speech analytics) to enhance omnichannel CX (voice, chat, email, IVR) and operational efficiency. Own end-to-end cloud migration, including integration, scalability, security (HIPAA/SOC2 compliance), and CI/CD/DevOps automation for seamless transitions. Quantify and communicate business impact (ROI, cost savings, CX improvements) to stakeholders, securing executive buy-in through data-driven insights and regular progress updates. Collaborate cross-functionally with IT, Operations, Product, and vendors to prioritize initiatives, manage budgets, and ensure smooth adoption of new technologies. Drive a culture of innovation by staying ahead of CX/CCaaS trends (GenAI, automation, WFM tools) and piloting scalable solutions for competitive advantage. Optimize resource allocation and vendor partnerships to deliver projects on time, within scope, and with measurable outcomes. Qualifications
4+ years in innovation, CX transformation, or cloud contact center (CCaaS) migration; healthcare/insurance experience is a plus. Hands-on expertise in Google CCAI (Dialogflow), Amazon Connect, Genesys Cloud, or NICE CXone implementations. Strong knowledge of AI/ML in CX (chatbots, NLP, speech analytics, predictive routing). Experience with cloud platforms (AWS, GCP), DevOps, CI/CD, and test automation in contact center environments. Proven ability to quantify business impact (ROI, cost savings, CX metrics) and align tech initiatives with revenue/cost goals. Exceptional stakeholder management, with experience influencing C-level executives. Nice to have
Certifications in AWS Connect, Google CCAI, or CCaaS platforms. Background in healthcare/insurance compliance (HIPAA, PCI). Familiarity with CRM integrations (Salesforce, Zendesk) and workforce optimization (WFM, QM) tools. We offer
Culture of Relentless Performance with a strong track record of project success and growth. Competitive pay and benefits including health insurance and relocation programs. Work From Anywhere culture with flexible remote work options. Growth mindset through professional development, certification programs, mentorship, and internal mobility. Global impact through collaboration on projects for top global clients. Welcoming multicultural environment with open communication and team-building events. Social sustainability values across five pillars: IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. Additional Information
All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr