Senior Enterprise Contact Center and Communications Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate discovery sessions to gather functional, technical, and operational requirements

• Convert intricate contact center business needs into comprehensive solution specifications

• Design customer interaction pathways

• Produce both high-level and detailed solution architecture documentation

• Create sophisticated call flows and routing strategies

• Oversee the deployment and enhancement of consumer-facing AI, including intelligent virtual assistants and chatbots

• Manage the deployment and optimization of associate-facing AI, such as agent assist, real-time sentiment analysis, and summarization

• Act as the Subject Matter Expert for design-related decisions

• Direct project teams and specialists throughout the implementation lifecycle

⛳️ Requirements

• High School diploma equivalency with two years of cumulative experience OR an Associate's or Bachelor's degree with one year of experience OR five years of relevant cumulative job-specific experience is required

• Expertise in Genesys Cloud functionalities, including ACD, IVR, voice bots, virtual agents, workforce engagement, analytics, and API integrations

• Experience with Spoke and Twilio platforms is highly preferred

• Familiarity with ServiceNow, Salesforce, Oracle, and various EHR systems

• Proven experience in leading substantial projects, including enhancement work and product lifecycles

• Experience collaborating with senior users to manage expectations, negotiate the needs of multiple stakeholders, and communicate the business benefits of various technical solutions

• Two years of leadership or management experience is preferred

🏝️ Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage, and HSA/FSA options

• Employer-matched 403(b)

• Planning and hardship resources

• Disability and life insurance

• Pro-rated paid time off (PTO) and holidays

• Ascension-paid tuition (Vocare)

• Reimbursement

• Ongoing professional development and online learning

• Employee Assistance Program

• Counseling and peer support

• Spiritual care and stress management resources

• Parental leave

• Adoption assistance and family benefits

• Optional legal and pet insurance

• Transportation savings