If you like building practical AI that actually improves how work gets done, this role sits at the intersection of contact center operations and emerging tech, owning AI-powered improvements that boost automation, agent productivity, and customer experience.
About CVS Health
CVS Health supports a more connected, convenient, and compassionate health care experience, serving millions of people through health services, pharmacy, and care programs.
Schedule
- Full-time (40 hours/week)
- Remote
- Up to 15% travel may be required
What You’ll Do
- Serve as the AI subject matter expert and Business Product Owner for contact center technology in Retail Customer Care
- Partner with IT and business teams to design, develop, and deploy AI-powered applications and services (plus support legacy systems)
- Build and deploy AI agents (prompt-response, task-oriented, autonomous) to automate workflows and improve operational efficiency
- Lead testing, deployment, and optimization of generative AI for agent assist, self-service, and operational analytics
- Create and maintain prompt libraries and documentation for scalable AI deployments
- Identify, evaluate, and pilot new contact center technologies focused on automation and intelligent self-service
- Drive intake, prioritization, and execution of technology changes (releases, upgrades, Tier 2 incidents)
- Lead remediation efforts for process and technology breakdowns; improve performance across tools, workflows, and systems
- Present executive-level updates, insights, and recommendations clearly and confidently
- Mentor cross-functional teams on AI capabilities and best practices
- Stay current on AI tools, trends, and regulatory developments
- Support additional team and organizational needs as assigned
What You Need
- 1+ year experience with generative AI, agentic AI, and emerging technologies in customer service or operations environments
- 1+ year experience with prompt engineering, including designing and optimizing prompts for LLMs and deploying AI agents
- 1+ year experience as a Business Product Owner (or similar), leading cross-functional initiatives and delivering scalable technology solutions
- Strong stakeholder communication skills across technical and non-technical audiences
- Ability to analyze data and performance trends to drive decisions
- Bachelor’s degree or recent certification(s) in AI/ML, Computer Science, Applied AI (or equivalent practical experience)
Preferred
- Experience with cloud-based contact center platforms and migration strategies
- Knowledge of core contact center capabilities (omni-channel support, workforce management, QA, performance tracking)
- Experience deploying technology solutions across contact center teams with measurable adoption and impact
- Strong project and change management skills with consistent follow-through
- Agile Scrum or Lean Six Sigma certification
- Experience with tech change intake and incident management, including root cause analysis
Benefits
- Pay range: $54,300–$145,860 (base; offer varies by experience, education, and geography)
- Medical plan options
- 401(k) with matching + employee stock purchase plan
- Wellness programs, counseling, and financial coaching
- Paid time off, flexible work schedules, and leave options (based on eligibility)
- Tuition assistance and additional benefits (based on eligibility)
We anticipate the application window for this opening will close on: 01/16/2026
Happy Hunting,
~Two Chicks…