Director, Communication Platforms

Soleo Health

. Provide strategic leadership for the vision, roadmap, and ongoing optimization of the organization’s communications platforms, with Genesys as the core contact center and omnichannel engagement platform .

Posted 10/23/2026full-timeRemote • United StatesLead💰 $90,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading the strategy and architecture for communications platforms, particularly with Genesys, while ensuring compliance with HIPAA and TCPA. Proven ability to drive digital omnichannel solutions and manage cross-functional teams to enhance patient and provider engagement.

Highest-signal resume keywords

Genesys ExpertiseDigital Omnichannel SolutionsConversational AI ImplementationHealthcare Compliance KnowledgeChange Management Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Routing StrategyIVR/Architect FlowsDigital MessagingWorkforce EngagementReporting and AnalyticsPlatform IntegrationsKPI TrackingAutomationSelf-Service SolutionsVendor Management

Soft Skills

Verbal CommunicationWritten CommunicationPresentation SkillsStrategic MindsetConsensus Building

Tools & Technologies

Genesys Cloud CXCRM SystemsEHR SystemsAPIsChatbots

Certifications & Qualifications

Genesys Certifications

Industry Keywords

Patient EngagementCustomer EngagementOmnichannelHIPAA ComplianceTCPA Compliance

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide strategic leadership for the vision, roadmap, and ongoing optimization of the organization’s communications platforms, with Genesys as the core contact center and omnichannel engagement platform
Own the architecture and strategy for patient- and provider-facing digital channels, including voice, text/SMS, web chat, chatbots, email, and AI-powered self-service
Serve as the enterprise subject matter expert and executive owner for Genesys, overseeing configuration, routing strategy, IVR and call flows, digital messaging, workforce engagement, quality management, reporting, and analytics
Drive adoption of conversational AI, virtual agents, intelligent routing, and automation to expand self-service and reduce wait times
Partner with internal business leaders to map patient and provider journeys and translate needs into platform capabilities
Lead change management for new channels and capabilities
Lead integrations with CRM, pharmacy, EHR, and other business systems
Define and track KPIs including service levels, first contact resolution, self-service containment, and patient and provider satisfaction
Ensure communication channels remain available, secure, and compliant with HIPAA and TCPA requirements
Manage relationships with Genesys and other technology partners, including contract negotiations, licensing, and budget
Evaluate emerging patient engagement and conversational AI technologies and present recommendations to senior leadership
Establish governance for communication channels, including messaging content, consent, routing changes, and AI use
Build and lead a Communications Platforms team
Complete managerial responsibilities including hiring, onboarding, training, performance management, goal setting, development planning, conflict resolution, and succession planning

Requirements

What you’ll need

Minimum of 5+ years of experience leading contact center, omnichannel, or customer engagement platform teams in a customer-facing environment
Deep, hands-on expertise with Genesys (Genesys Cloud CX preferred), including routing, IVR/Architect flows, digital messaging, workforce engagement, and reporting; Genesys certifications a plus
Demonstrated success implementing and scaling digital omnichannel solutions, including voice, text/SMS, chat, chatbots, and AI/conversational self-service, in a customer-facing environment
Healthcare, pharmacy, or other regulated industry experience strongly preferred
Proven track record partnering with internal business leaders to drive change, build consensus, and deliver technology solutions that achieve operational and strategic objectives
Exceptional verbal and written communication and presentation skills, with the ability to articulate a compelling vision and influence executive and business stakeholders
Forward-thinking, strategic mindset with a strong understanding of emerging trends in conversational AI, automation, and customer experience technology
Working knowledge of platform integrations (APIs, CRM, EHR) and security and compliance requirements for patient communications, including HIPAA and TCPA
Proven experience managing technology budgets, vendor contracts, and licensing, and holding vendors accountable to service levels

Benefits

Comp & perks

Competitive Wages
401(k) with a Match
Referral Bonus
Paid Time Off
Great Company Culture
Paid Parental Leave Options
Affordable Medical, Dental, & Vision Insurance Plans
Company Paid Disability & Basic Life Insurance
HSA & FSA (including dependent care) Options
Education Assistance Program