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Title:  Domain Expert (SME) in Healthcare Contact Center

Requisition ID:  68787
City:  Jefferson City
Country/Region:  US
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job Title : Domain Expert (SME) in Healthcare Contact Center to lead CX practice

Location: United States

Job Summary: We are seeking a highly skilled and knowledgeable Domain Expert (Subject Matter Expert) in US Healthcare customer service with profound expertise in both process and technology. This role demands a deep understanding of healthcare contact center management across member and provider calls business, including the intricacies of process and the technological frameworks that support these activities.

  • Lead and manage healthcare contact center practice, ensuring high-quality service and client satisfaction.
  • Analyze and optimize contact center processes to enhance efficiency and effectiveness.
  • Implement industry-leading technology and platforms to improve contact center performance, including leading CX technology tools like Genesys and AI-based language harmonization and translation tools.
  • Provide expertise in healthcare regulations and compliance standards, ensuring all operations adhere to the latest guidelines.
  • Collaborate with cross-functional teams to develop and execute strategies that align with organizational goals.
  • Monitor key performance indicators (KPIs) and generate reports to track progress and identify areas for improvement.
  • Stay updated with industry trends and advancements to continuously innovate and improve contact center operations.

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Qualifications

  • Bachelor's or Master's degree in Healthcare Management, Business Administration, or a related field.
  • 15+ years of experience in healthcare contact center management or a related domain.
  • Proven expertise in using Gensys and AI-based language harmonization and translation platforms.
  • Strong leadership and organizational skills.
  • Excellent analytical and problem-solving abilities.
  • Outstanding communication and interpersonal skills.
  • In-depth knowledge of healthcare regulations and compliance standards.
  • Ability to work effectively in a fast-paced and dynamic environment.

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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.


Nearest Major Market: Jefferson City
Nearest Secondary Market: Columbia Missouri

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