This is the seat where AI stops being a buzzword and starts shipping real results. You’ll own contact center AI as the business product owner, building and improving AI agents that automate work, boost agent productivity, and elevate the customer experience at scale.
About CVS Health
CVS Health is building a more connected, convenient, and compassionate health experience for individuals and communities. With enterprise-wide operations and millions of customers served, CVS is investing in modern technology and AI to simplify interactions and improve outcomes.
Schedule
- Full-time (40 hours/week)
- Remote role
- Up to 15% travel may be required
- Cross-functional work with IT and business partners across the contact center environment
What You’ll Do
- Serve as the AI Subject Matter Expert (SME) and Business Product Owner for contact center technologies supporting Retail Customer Care
- Design, develop, and deploy AI agents (prompt-response, task-oriented, and autonomous) to automate workflows and improve efficiency
- Lead deployment, testing, and optimization of generative AI to support agent-assist, self-service, routing, sentiment analysis, and decision support
- Build and maintain prompt libraries and supporting documentation for scalable AI adoption
- Define requirements and prioritize AI use cases with stakeholders, translating business needs into AI-enabled solutions
- Pilot emerging contact center technologies and stay current with AI tools, trends, and regulatory updates
- Mentor cross-functional teams on AI best practices and responsible implementation
- Manage intake, prioritization, and execution of technology changes (releases, upgrades, Tier 2 incident work)
- Identify breakdowns and lead remediation to improve contact center processes, tools, and system performance
- Develop and deliver executive-level insights, recommendations, and performance updates
What You Need
- 1+ year experience with generative AI and agentic AI in customer service or operational environments
- 1+ year experience with prompt engineering for LLMs and deploying AI agents
- 1+ year experience as a Business Product Owner (or similar) leading cross-functional initiatives and delivering scalable solutions
- Strong collaboration and communication skills across technical and non-technical teams
- Bachelor’s degree or recent certification(s) in AI/ML, computer science, applied AI fields, or equivalent experience
Benefits
- Pay range: $54,300–$145,860/year (based on experience, location, and other factors)
- Eligible for a CVS Health bonus, commission, or short-term incentive program (in addition to base pay)
- Medical plan options, 401(k) with company match, and employee stock purchase plan
- No-cost wellness programs plus confidential counseling and financial coaching
- Paid time off, flexible work schedules, family leave, tuition assistance, and more (eligibility varies)
This posting lists a close date of 01/16/2026, so treat it like it could disappear quickly.
If you can translate business pain into AI workflows, write prompts that actually perform, and lead adoption across a real-world contact center, this role has serious upside.
Happy Hunting,
~Two Chicks…