Enterprise Contact Center and Communications Senior Specialist

Responsibilities

• Lead discovery sessions to capture functional, technical, and operational requirements
• 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 (intelligent virtual assistants, chatbots) and associate-facing AI (agent assist, real-time sentiment analysis, and summarization)
• Serve as the Subject Matter Expert (SME) for design decisions, guiding 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
• Proficiency in Genesys Cloud features, including ACD, IVR, voice bots, virtual agents, workforce engagement, analytics, and API integrations
• Experience with Spoke and Twilio platforms
• Familiarity with call management and integration systems such as ServiceNow, Salesforce, Oracle, and various EHRs

Preferred Qualifications

• 2 years of leadership or management experience
• Demonstrated experience leading large efforts, including enhancement work and product lifecycles
• Experience partnering with senior users to manage expectations and communicate business advantages of technical solutions

Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
• Financial security & retirement: employer-matched 403(b), disability and life insurance
• Pro-rated paid time off (PTO) and holidays
• Ascension-paid tuition (Vocare), reimbursement, and professional development
• Employee Assistance Program, counseling, and spiritual care
• Parental leave and adoption assistance

About the Company

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection, employing over 97,000 associates.