Sr Director - Business Solution Owner / Contact Center Solutions, Customer Experience

Description & Requirements

As part of the US Services Segment-and working collaboratively with the senior leadership team across Maximus-this is an opportunity to build the solutions that will usher in the next wave of healthcare, human services, and public health services for millions of people across the country.

Focused on customer and agent experience, you will be responsible for providing overall solution vision, omni-channel strategy, and execution for key pieces of our contact center solution across the US Services Market.

You will be the go-to subject matter expert for the people, process and technology components supporting business development, operations, and technology partners with ensuring Maximus has the best solution in the market for our customers.

Solution owners are leaders and advocates for user experiences, product features, and solution partnerships at Maximus.

We strive to build platform-based solutions; break down technical barriers; and strengthen existing systems.

At Maximus we believe the contact center is much more than a telephony solution, and this solution owner will be responsible for the definition and evolution of our AI infused digital contact center services.

As the Business Solutions team, we have a mandate and a unique opportunity to impact important decisions across the US Services Segment.

This role will have a direct impact in the way we interact with millions of people every day, and the experience our agents have in doing that.

Essential Duties and Responsibilities:

- Drive client-specific solution architecture, solution development, and communication in a complex technology environment of Maximus and non-Maximus technologies.

- Work with solution architectures and pursuit teams to define operational service and product functionality solutions for new business opportunities.

- Interface with business developers, account managers, competency managers, and executive management throughout all phases of solution development.

- Work closely with cross-functional leaders across all strategic and product areas of Maximus to gain buy-in, forge partnerships, and build enthusiasm for the product vision

- Participate in solution selling activities to ensure that marketing plans align with sales and launch plans.

- Establish go-to-market strategy for the product line, including potential direct and indirect monetization strategies- Assist and support activities to reduce gaps or inconsistencies in solutions, architectural design, deliverables, benefits, and messaging.

- Develop a Feature /FunctionProduct/Solution Roadmap starting with core product and working with product owners across Maximus to deliver an integrated platform-based solution
- Investigate and analyze market/product offerings from competitors in each market, Translate to future product enhancements, etc.
- Review new policy and business requirements to ensure solution updates are identified and scheduled allowing for delivery within th...