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 operational standards.

• Partner with Operations, Technology, and Compliance teams to ensure contact center platforms support business objectives and regulatory requirements.

Required Qualifications

• 7-10 years of directly related work experience

• Minimum of 3-5 years of experience supporting contact center platforms, IVR management, dialers, or interaction analytics.

• Experience managing complex IVR call flows and outbound dialing strategies within a high-volume contact center environment.

• Strong analytical skills with the ability to translate data into actionable insights.

• Excellent written and verbal communication skills, with a strong emphasis on documentation and clarity.

Preferred Qualifications

• Hands-on experience with NiCE Studio platform, or similar solutions.

• Familiarity with interaction analytics, call routing logic, and outbound compliance standards.

• Experience creating executive-ready reports and dashboards using tools such as Excel, Power BI, or Tableau.

• Background in regulated environments (e.g., healthcare, financial services, or insurance).

Education

Bachelor’s degree in Business, Information Systems, Operations Management, or a related field.

Pay Range

The typical pay range for this role is:

$67,900.00 - $149,328.00

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: 04/04/2026

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