Job Title:Contact Center Transformation Architect
Location: Phoenix, AZ preferred (Onsite) or USA anywhere (Infosys HUB)
Work Arrangement: Onsite position
Job Type: Contract
Duration: Long-Term Contract
Job Summary
CVS is seeking a senior Contact Center Transformation Architect to lead its HR Contact Center modernization initiative.
The consultant will partner with CVS SMEs, support platform/vendor selection, define the transformation roadmap, and drive Voice AI adoption and contact center optimization initiatives.
Key Responsibilities
Build the HR Contact Center transformation roadmap in collaboration with CVS SMEs.
Participate in vendor/RFP presentations.
Assess and recommend contact center technologies/platforms.
Play a pivotal role in platform/vendor selection decisions.
Define and implement Voice AI strategy.
Identify integration and connection points across HR systems.
Drive initiatives to reduce cost per call and improve operational efficiency.
Provide architecture leadership throughout the transformation assessment phase.
Required Qualifications
Contact Center Transformation
CCaaS Platform Assessment & Selection
Contact Center Architecture
Voice AI / Conversational AI
Vendor Evaluation & RFP Participation
Executive Stakeholder Management
Transformation Roadmap Development
Cost Optimization and Automation Strategy
Preferred Skills & Experience
Contact Center Expertise
Enterprise Contact Center transformation programs
CCaaS platforms evaluation and selection
Contact Center architecture and solution designWorkforce optimization and customer/employee experience modernization
AI & Automation
Voice AI implementations
Conversational AI solutions
Call analytics
Automation-led operational improvements
Contact center cost optimization
Consulting / Advisory
Executive stakeholder engagement
Vendor evaluation and RFP management
Business case development
Transformation roadmap creation
Nice-to-Have
The earlier discovery discussions indicate CVS was evaluating technologies such as:
Cresta
Retell AI
Parloa
Kore.ai
ServiceNow Employee Workflows
LiveKit
Google CCAIX considerations
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