Senior Manager, Contact Center Platforms & IVR Design

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. Position Summary We are seeking a highly analytical and technically proficient IVR & Contact Center Platform designer to support our Contact Center Operations team. This role is responsible for the design, management, and optimization of IVR flows, outbound dialing strategies, interaction analytics, and platform configuration to ensure a seamless member experience and alignment with business priorities. The ideal candidate brings a strong blend of operational discipline, technical expertise, and documentation rigor to drive efficiency, visibility, and performance across contact center technologies. Key Responsibilities Create, manage, and optimize IVR flows across Portfolio, Conversion, Member Experience, and Hybrid use cases. Design and maintain clear IVR flowcharts to ensure all IVR paths are visible, documented, and easily understood by stakeholders. Manage dialers and outbound (OB) campaigns, ensuring alignment with business prioritization, compliance requirements, and operational capacity. Own and maintain the structure of roles and permissions, including views, teams, routing attributes, hours of operation (HOO), and do-not-call (DNC) configurations. Oversee and analyze interaction analytics to identify trends, performance gaps, and opportunities for optimization across IVR and agent-assisted journeys. Produce ad hoc reporting to support leadership requests, operational decision-making, and cross-functional initiatives. Develop and maintain process documentation for IVR logic, platform configurations, reporting workflows, and...