Enterprise Contact Center and Communications Senior Specialist

About the role

Remote position within Ascension’s Core Technology Care Communications team. Full-time day shift role focused on designing and optimizing contact center solutions, including AI-driven tools and customer interaction journeys.

Responsibilities

• Lead discovery sessions to capture functional, technical, and operational requirements aligned 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 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).
• Serve as Subject Matter Expert (SME) for design decisions, guiding project teams and specialists through implementation.

Requirements

• High School diploma equivalency with 2 years of cumulative experience OR Associate’s/Bachelor’s degree with 1 year of experience OR 5 years of applicable job-specific experience.
• 2 years of leadership or management experience preferred.

Qualifications

• Deep Platform Expertise: Proficiency in Genesys Cloud (ACD, IVR, voice bots, virtual agents, workforce engagement, analytics, API integrations), Spoke, and Twilio; familiarity with ServiceNow, Salesforce, Oracle, and EHR integrations.
• Product Leadership: Experience leading large enhancement efforts and managing product lifecycles.
• Stakeholder Management: Ability to partner with senior users, manage expectations, negotiate needs, and communicate technical solutions’ business advantages.

Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage, and HSA/FSA options.
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance.
• Time to recharge: pro-rated paid time off (PTO) and holidays.
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development, and online learning.
• Emotional well-being: Employee Assistance Program, counseling, peer support, spiritual care, and stress management resources.
• Family support: parental leave, adoption assistance, and family benefits.
• Other benefits: optional legal and pet insurance, transportation savings.

Pay

$116,413.44 – $162,273.41 per year.