Contact Center Transformation Architect

Role 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 Experience:

• 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 design
• Workforce 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 CCAI/GCX considerations