Enterprise Contact Center and Communications Senior Specialist

Ascension•Remote,

6d•$116,413 - $162,273•Remote

About The Position

This role focuses on leading discovery sessions for requirements, translating business needs into detailed specifications, and designing customer interaction journeys. A key aspect involves leading the deployment and optimization of AI-driven tools for both consumers and associates to enhance efficiency and customer experience. The specialist will also serve as a Subject Matter Expert (SME) for design decisions and guide project teams through the implementation lifecycle.

Requirements

High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree with 1 year of experience OR 5 years of applicable cumulative job specific experience required.
Proficiency in Genesys Cloud features, including ACD (Automatic Call Distribution), IVR (Interactive Voice Response), voice bots, virtual agents, workforce engagement, analytics, and API integrations.
Experience with Spoke and Twilio platforms is required.
Familiarity with call management and integration systems such as ServiceNow, Salesforce, Oracle, and various EHRs.
Demonstrated experience leading large efforts, including enhancement work and product lifecycles.
Experience partnering with senior users to manage expectations, negotiate the needs of multiple users, and communicate the business advantages of various technical solutions.

Nice To Haves

2 years of leadership or management experience preferred.

Responsibilities

Lead discovery sessions to capture functional, technical, and operational requirements, ensuring alignment with organizational goals.
Translate complex contact center business needs into detailed solution specifications.
Design customer interaction journeys, including high-level and detailed solution architecture documents, complex call flows, and routing strategies.
Lead the deployment and optimization of AI-driven tools, including consumer-facing AI (e.g., intelligent virtual assistants, chatbots) and associate-facing AI (e.g., agent assist, real-time sentiment analysis, and summarization) to drive efficiency and CX outcomes.
Serve as the Subject Matter Expert (SME) for design decisions, guiding project teams and specialists through the implementation lifecycle.