Senior Director Technical Services

ABOUT USbswift 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. WHAT YOU'LL DOOwn the platforms and outcomes that power the bswift Service Center experience. This role leads the growth of our intelligent virtual agent (IVA) capabilities, drives hands-on development and administration of our contact center platform, and provides oversight of the broader portfolio of Service Center technologies.This is a hands-on leadership role combining platform ownership, solution architecture, development, and people leadership.WHAT YOU WILL BE RESPONSIBLE FORIntelligent Virtual Agent (IVA) Optimization & GrowthLead the strategy, growth, and continuous optimization of the Cognigy IVA programConfigure, tune, and expand voice and digital IVA capabilities to improve accuracy, experience, and automation performancePartner with operations to identify new use cases and measure resultsContact Center Platform Development & AdministrationOwn hands-on development, configuration, and administration of NICE inContact (CXone)Manage interaction routing, IVR workflows, integrations, and platform healthSupport Annual Enrollment readiness and serve as the primary technical resource for complex challengesService Center Technology Portfolio OversightProvide oversight across the portfolio of Service Center technologies, spanning agent enablement platforms, customer engagement channels, and experience measurement and analytics toolsLead enhancements, integrations, and implementations across the portfolioEvaluate emerging technologies and recommend investmentsLeadership, Solution Design & PartnershipLead, coach, and develop the team supporting contact center and AI platformsTranslate business requirements into scalable technical solutions and architect for unique client needsServe as a technical consultant across sales, implementation, and operations, and own vendor and managed service performanceWHAT YOU NEED TO SUCCEEDBachelor's degree or equivalent experience5+ years supporting or managing contact center technology platformsHands-on NICE inContact (CXone) development and administrationHands-on experience with Cognigy or a comparable IVA / conversational AI platformProven people leadership of technical teamsAbility to translate business requirements into scalable technical solutionsAbility to operate both strategically and hands-onStrong analytical, troubleshooting, communication, and stakeholder management skills NICE TO HAVE (Preferred Education and Experience)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.