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This role will primarily focus on <strong>  Healthcare Payers </strong> , while also supporting Providers, Pharma, and Pharmacy organizations.</p><p> You will lead pre-sales engagements and architect AI-powered contact center transformation solutions leveraging Google GECX and the broader Google Cloud ecosystem.</p><p> This is a highly strategic, client-facing leadership role requiring deep healthcare domain expertise, strong consultative selling capabilities, and hands-on experience designing AI-led CX solutions.</p><p> <br/></p><p> <strong>  <u>   Key Responsibilities  </u> </strong></p><p> <strong>  1. Healthcare CX Pre-Sales Leadership </strong></p><ul> <li>  Own end-to-end solutioning for AI-driven contact center transformation opportunities within healthcare accounts. </li> <li>  Engage CXOs and business leaders (Chief Experience Officer, Chief Digital Officer, CIO, Head of Member/Patient Services). </li> <li>  Lead discovery workshops specific to healthcare journeys such as: </li> <li>  Member onboarding &amp; benefits inquiries (Payers) </li> <li>  Claims &amp; prior authorization support </li> <li>  Provider services &amp; network support </li> <li>  Patient access &amp; scheduling (Providers) </li> <li>  Pharmacy benefit management inquiries </li> <li>  Clinical trial &amp; patient support programs (Pharma) </li> <li>  Translate healthcare operational challenges into AI-enabled solution architectures. </li></ul><p> <br/></p><p> <strong>  2. AI &amp; Contact Center Transformation Advisory </strong></p><p> Design differentiated solutions leveraging:</p><ul> <li>  Virtual Agents (voice &amp; chat) for member/patient containment </li> <li>  AI-driven IVR modernization </li> <li>  Agent Assist &amp; knowledge augmentation </li> <li>  Intelligent routing &amp; intent recognition </li> <li>  Healthcare-specific analytics (call drivers, leakage, compliance tracking) </li> <li>  Omnichannel engagement (voice, chat, SMS, digital) </li></ul><p> Articulate measurable business value including:</p><ul> <li>  Administrative cost reduction (medical cost ratio impact for payers) </li> <li>  Call deflection and containment </li> <li>  AHT reduction and agent productivity gains </li> <li>  Improved CAHPS / member satisfaction scores </li> <li>  Reduced prior authorization turnaround times </li></ul><p> <br/></p><p> <strong>  3. Healthcare Compliance &amp; Risk Alignment </strong></p><ul> <li>  Ensure solution alignment with HIPAA and healthcare data security requirements. </li> <li>  Incorporate PHI handling considerations into AI and conversational designs. </li> <li>  Partner with security and compliance teams to position secure-by-design architectures. </li> <li>  Understand regulatory nuances across Medicare, Medicaid, and Commercial lines of business. </li></ul><p> <br/></p><p> <strong>  4. GTM &amp; Ecosystem Collaboration </strong></p><ul> <li>  Partner with sales and alliance teams to drive pipeline growth within healthcare accounts. </li> <li>  Collaborate with Google teams to co-develop joint healthcare pursuits. </li> <li>  Build healthcare-specific solution accelerators and reusable assets. </li> <li>  Represent the CX practice in healthcare industry forums and client events. </li></ul><p> <br/></p><p> <strong>  5. 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