Description

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Job Description

The Product Owner - Contact Center Technology will contribute to the application management of our Contact Center initiatives. The individual in this role will contribute to the governance, communication, design, build, and maintenance of our Contact Center as a Service (CCaaS) initiatives to ensure our business gets the most value out of our products. They will work with IT and business counterparts to partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development.

Reporting to the Lead Director, Contact Center Technology, this position is critical in supporting the development and implementation of the overall contact center strategy while strategic business initiatives are met. This role will also work with technical staff, including being the first point of escalation, prioritizing, and backlog management.

Core duties:

• Define and drive the vision, strategy, and roadmap for applicable contact center capabilities.
• Contribute to the enterprise strategy for contact center and lead execution of enhancements and projects.
• Develop and maintain strong partnerships with key stakeholders on overall platform strategy and architecture from ideation through implementation.
• Stay up to date on emerging contact center technology to inform future direction.
• Develop, implement, and maintain a governance strategy to ensure consistent and efficient standards for decision-making, escalation, and issue management in collaboration with contact center engineering and business counterparts.
• Lead technical governance for all contact center products, including routing, workforce management, quality management, and reporting.
• Ensure adherence to governance, data privacy, and regulatory standards.
• Achieve technical alignment for product features and enhancements.
• Ensure technical aspects of future releases or upgrade implementations align with security, best practices, and business expectations.
• Champion agile development and iterative delivery models.
• Liaise with the contact center engineering team to coordinate production migrations, shared architecture governance, and collaboration as needed.
• Accountable for staying current on product releases and enhancements. Act as the primary liaison between internal clients and key stakeholders to ensure satisfaction with products and services.
• Manage communication of priorities to stakeholders in a proactive manner.

Required Qualifications

• 7+ years of managing Contact Center technology deployments.
• 5+ years of product owner type roles which involves governance, management, and driving alignment on CCaaS initiatives.
• 5+ years of experience managing best practices for all aspects of Contact Center (WFM, QM, Reporting, Routing) for chat, voice, and other channels.
• 5+ years of experience enhancing the user experience for contact center agents.
• 5+ years of experience working in an Agile team, writing user stories, and managing backlogs.
• 5+ years of experience leading, engaging, and developing product owners and developers.
• Proven ability to work in a fast-paced and dynamic delivery environment with the versatility to manage multiple projects, priorities, and urgent issues successfully and simultaneously.

Preferred Qualifications

• Experience working in healthcare, ideally large organizations.
• Program/Project Management or Scrum Master experience with a strong skillset in communications, tracking, reporting, risk management, and negotiation skills
• Knowledge of Workforce Management Solutions (NICE IEX, Verint WFM, Aspect WFM)
• Knowledge of Quality Management solutions
• Salesforce CRM experience
• Customer obsessed. Experience influencing and consulting while solving business processes and/or technical problems to meet our business where they are.

Education

• A Bachelor's degree in computer science, Information Systems, related field or equivalent experience.

Pay Range

The typical pay range for this role is:

$118,450.00 - $284,280.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 03/16/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.