Job Description

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, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. 

Job Description

We are seeking a visionary Lead of Innovation to lead transformative initiatives within our healthcare insurance provider's technology team. This pivotal role will focus on driving innovation in the omnichannel contact center ecosystem to enhance both customer experience and operational efficiency.

Responsibilities:

• Identify and capitalize on opportunities to innovate across customer experience channels, including chat, email, voice self-service, conversational AI, CI/CD pipelines, test automation, and internal processes.
• Develop a structured innovation roadmap that aligns with organizational goals and facilitates the transition to cloud-based CCaaS solutions.
• Quantify business impacts and prioritize initiatives based on ROI and organizational value.
• Oversee the end-to-end execution of innovative technologies and processes, ensuring timely delivery and measurable results.
• Work cross-functionally with departmental leaders to gather insights, secure buy-in, and champion change initiatives.
• Build and maintain strong relationships with key stakeholders to align innovation efforts with strategic priorities.
• Regularly present progress and recommendations to executive leadership, demonstrating the impact of innovation initiatives.
• Advocate for continuous improvement and foster a culture of innovation within the technology team.
• Manage resource allocation and project budgets for innovation projects, ensuring efficient execution.
• Track performance metrics, adjust strategies as needed, and optimize outcomes.

Qualifications

• 4+ years of experience in innovation leadership within technology teams or contact center environments.
• Strong understanding of omnichannel operations, including conversational AI, CI/CD, and CCaaS solutions.
• Ability to conceptualize and articulate the business value of technological advancements.
• Experience managing and motivating cross-functional teams to drive collaboration.
• Exceptional communication and presentation skills, with the ability to influence and inspire stakeholders at all levels.
• Strong analytical, organizational, and project management skills.
• Familiarity with cloud-based systems, DevOps, and test automation frameworks is highly desirable.
• Visionary and results-driven, with a passion for driving innovation and continuous improvement.
• Resilient and adaptable in a fast-paced and evolving environment.

Nice to have:

• Exposure with CX platforms like Google CCAI, Amazon Connect, NICE CX One, Genesys etc. 

We offer:

• Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• Work From Anywhere Culture : make the most of the flexibility that comes with remote work. 
• Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global Impact : collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values : join our sustainable business practices focused on five pillars, including 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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