Senior Director Technical Services

About the role

bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. Our mission is to simplify the complex world of employee benefits and deliver exceptional service to our clients. We are seeking a highly technical and strategic leader to join our team as the Senior Director, Contact Center Technology.

Responsibilities

• Intelligent Virtual Agent (IVA) Optimization & Growth
  • Lead the strategy, growth, and continuous optimization of the Cognigy IVA program
  • Configure, tune, and expand voice and digital IVA capabilities to improve accuracy, experience, and automation performance
  • Partner with operations to identify new use cases and measure results
• Contact Center Platform Development & Administration
  • Own hands-on development, configuration, and administration of NICE inContact (CXone)
  • Manage interaction routing, IVR workflows, integrations, and platform health
  • Support Annual Enrollment readiness and serve as the primary technical resource for complex challenges
• Service Center Technology Portfolio Oversight
  • Provide oversight across the portfolio of Service Center technologies, spanning agent enablement platforms, customer engagement channels, and experience measurement and analytics tools
  • Lead enhancements, integrations, and implementations across the portfolio
  • Evaluate emerging technologies and recommend investments
• Leadership, Solution Design & Partnership
  • Lead, coach, and develop the team supporting contact center and AI platforms
  • Translate business requirements into scalable technical solutions and architect for unique client needs
  • Serve as a technical consultant across sales, implementation, and operations, and own vendor and managed service performance

Requirements

• Bachelor's degree or equivalent experience
• 5+ years supporting or managing contact center technology platforms
• Hands-on NICE inContact (CXone) development and administration
• Hands-on experience with Cognigy or a comparable IVA / conversational AI platform
• Proven people leadership of technical teams
• Ability to translate business requirements into scalable technical solutions
• Ability to operate both strategically and hands-on
• Strong analytical, troubleshooting, communication, and stakeholder management skills

Preferred Qualifications

• Benefits administration, HR technology, or healthcare experience
• Salesforce experience
• Experience with Twilio, Power BI, Cresta, NICE Copilot, or similar platforms
• Experience supporting large-scale contact center environments
• Experience managing vendor and managed services relationships
• Experience with contact center transformation initiatives