Vice President, Contact Center Solutions & Service Management

Job Description This is a remote position. About Ellit Groups Ellit Groups is a healthcare IT and operational consulting firm focused on bridging the gap between clinical operations, technology, and patient access. We partner with provider and payer organizations to design and implement solutions that improve efficiency, access, and outcomes. Our team is built by experienced operators who bring practical, real-world insight to every engagement. We deliver results by combining deep industry expertise with a hands-on, execution-focused approach. Role Overview If you've built and sold contact center solutions in healthcare, know what good looks like inside a CCaaS platform, and want to own a $5M book of business with uncapped earning potential — keep reading. The Vice President, Contact Center Solutions and Service Management is a market-facing, revenue-generating leader responsible for driving growth, client engagement, and delivery excellence across Ellit Groups' contact center service line. This is a sales-first leadership role where your contact center expertise becomes your competitive advantage — used to win new clients, advise on operations, and lead implementations that deliver measurable outcomes. You'll own the full lifecycle: assessing prospective clients' contact center operations, closing new business, ensuring quality delivery, and building long-term partnerships. You'll also provide strategic oversight of Ellit Groups' internal service management function, with a forward-looking mandate to evolve and scale those capabilities. Two roles report directly to this position today, with room to grow as the service line expands. Key Responsibilities Business Development & Growth (~60%) Generate and close new business opportunities within contact center and related service lines Lead contact center assessments for prospective clients, including staffing models, cost per contact, KPI performance, and quality programs Use assessments as a consultative entry point to drive new engagements Develop and expand executive-level client relationships Lead client presentations, sales pitches, and solution design discussions Own and contribute to RFP responses, proposals, and Statements of Work Partner with Finance and executive leadership on contract reviews and negotiations Maintain an active pipeline aligned to a $5M annual sales quota Serve as a trusted advisor on contact center strategy, operations, and CCaaS platforms Maintain ongoing client engagement through regular touchpoints and participation in technical and operational meetings Delivery & Implementation Support (~30%) Provide oversight and leadership support for contact center implementations and go-lives Support project execution through planning, milestone tracking, and risk identification Ensure clear communication and alignment across stakeholders Partner with internal PM resources as needed for larger programs Ensure high-quality, consistent delivery across engagements Support and collaborate with the Manager, Contact Center (direct report), who oversees day-to-day operations, staffing, workforce management, QA, and hiring Guide contact center optimization and performance improvement initiativeS Service Management Leadership (~10%) Provide leadership oversight to service management capabilities, including IT Service Management and internal support operations Support the Director, ITSM and Technology (direct report), who leads IT ticketing, IT Support, and laptop provisioning for Ellit Groups staff Identify opportunities to align and scale IT support capabilities Partner with leadership on technology strategy and operational efficiency Explore opportunities to evolve service management capabilities, including potential alignment between contact center operations and IT support services Requirements Qualifications Required 8+ years of experience in healthcare contact center operations, consulting, or related leadership roles Proven success in business development and revenue generation Demonstrated ability to build relationships, influence executives, and close deals Experience leading both sales pursuits and delivery execution Deep understanding of contact center operations, KPIs, and workforce management Experience with Contact Center as a Service (CCaaS) platforms Strong executive presence and communication skills Experience supporting proposals, RFPs, and contract negotiations Experience with Epic MyChart IT Operations Experience Preferred Experience with TalkDesk or similar platforms (Genesys, NICE, Five9) Experience with ServiceNow or other ITSM platforms, including service management frameworks and service delivery models Epic MyChart Certified or Proficient Consulting experience supporting healthcare organizations Exposure to patient access or digital patient experience initiativeS Benefits Benefits What We Offer: Competitive salary and benefits package. Opportunity to work in a collaborative and innovative environment. Professional development opportunities to advance your career. Flexible work arrangements to promote work-life balance. Working Environment Remote role with travel approximately 25%, with potential to increase up to 50% as needed Significant client presence on the West Coast; availability during Pacific Time business hours expected Compensation Base salary: $200,000 Sales quota: $5M annually Variable compensation includes performance-based commission (uncapped) and annual bonus Total compensation opportunity of $300K+ Why This Role ​ This is an opportunity for a contact center leader who wants to build, sell, and lead. The right candidate will shape client engagements, drive revenue growth, and help expand Ellit Groups' contact center capabilities.