• Serve as the technical platform owner of enterprise communications responsible for the Talkdesk product implementation, administration, and integration across Alignment. • Define and drive the product roadmap and strategy. • Design and manage IVR call flows, routing logic, agent scripting, and queue structures within Talkdesk Studio. • Partner with Talkdesk and internal teams to deploy AI-driven features (chatbots, virtual agents, speech analytics and predictive routing). • Collaborate with engineering teams to implement Talkdesk APIs, webhooks, and connectors for integration with AVA, Facets, Salesforce, and other enterprise platforms. • Define and implement real-time dashboards, reporting structures, and call analytics to support CMS compliance, STAR ratings, and operational KPIs (e.g., AHT, FCR, service levels). • Monitor end-to-end claims payment workflows, ensuring accuracy and identifying opportunities for automation and efficiency. • Act as a liaison between IT, operations, compliance, and Talkdesk to ensure technical solutions support Member, Provider and Broker experience teams and workflows. • Ensure all configurations meet HIPAA and CMS Medicare Advantage requirements, including call recording, member authentication, audit reporting, and retention standards. • Collaborate with DTS, Operations, Finance, and Compliance leadership to resolve production issues and deliver enhancements. • Act as SME for internal stakeholders on Contact center features and capabilities.