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Valeris · 1 day ago

Vice President of IT Business Systems and Strategy

Morrisville, NC

Full-time

Onsite

Director/Executive

10+ years exp

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions spanning the entire healthcare value chain. The Vice President of IT Business Systems and Strategy will lead the transformation and management of the enterprise-wide contact center and communications infrastructure, ensuring exceptional customer experience and operational efficiency.

ConsultingLife SciencePharmaceutical

Hiring Manager

Robbie Dale

Responsibilities

Define and execute the vision for enterprise communication services, ensuring alignment with business goals and private equity value creation

Lead transformation initiatives across contact center operations, leveraging and optimizing CCaaS platforms (WebEx Contact Center, NICE CXone, and supporting technologies like WFM, SMS, and fax) to enhance agility, scalability, and customer satisfaction

Develop and implement change management plans for platform transitions, process redesigns, and workforce enablement, including readiness assessments, training, and phased rollouts

Drive the evolution to cloud-native, omnichannel communication platforms (voice, chat, SMS, email, social), ensuring seamless integration with Salesforce-based HUB applications and custom solutions for optimized agent workflows and customer engagement

Champion continuous improvement, automation, and innovation across communication services by monitoring KPIs, SLAs, and operational metrics

Partner with IT, Customer Experience, Operations, and Compliance to provide cohesive infrastructure, service delivery, and stakeholder alignment during major change initiatives

Establish governance frameworks to manage change-related risks, dependencies, compliance impacts, and ensure adherence to HIPAA, ISO 27001, and other regulatory and security standards

Build, lead, and support high-performing teams across platform operations and business enablement

Manage vendor relationships, negotiate contracts, and ensure cost-effective, high-quality service delivery

Qualification

SalesforceWebEx Contact CenterNICE CXoneCCaaS platformsWorkforce Management (WFM)HIPAA complianceISO 27001 complianceChange managementLeadershipCollaborationCommunication

Required

Bachelor's degree in Information Technology, Business, or a related field required

Over 10 years of progressive leadership in communication technology or contact center management

Proven success overseeing multi-client, large-scale call center operations

Experience driving results in private equity-owned, customer-focused, and/or regulated industries

Demonstrated expertise with Salesforce, WebEx Contact Center, NICE CXone (or other NICE platforms), WFM, SMS, fax tools

Deep understanding of cloud-based contact center architecture and CCaaS ecosystems

Strong technical and business acumen, including budget management, vendor negotiations, and managing platform transitions or large-scale implementations

Familiarity with compliance frameworks such as HIPAA and ISO 27001

Experience ensuring adherence to regulatory and security standards in communications environments

Excellent communication and cross-functional collaboration skills

Strategic thinker with a hands-on leadership style

Proven ability to manage large-scale CCaaS deployments, platform transitions, and drive agile delivery and scaled transformation approaches in contact center environments

Must be able to type 35 WPM with 97% accuracy