Senior Director, Service Center Technology

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bswift

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 HR Tech

🏢 Enterprise

💰 $51M Private Equity Round on 2014-04

HR Tech • Enterprise • AI

bswift is a leading provider of benefits administration solutions, offering a comprehensive suite of technology and services to help employers and their employees maximize their health and welfare benefits. By leveraging the latest technology and personalized engagement strategies, bswift enhances healthcare outcomes and employee satisfaction. The company is recognized for its innovative use of AI to facilitate seamless benefits enrollment and improve customer service. Recently, bswift has expanded its capabilities through strategic acquisitions, further solidifying its position as a trusted partner for companies seeking to improve their employee benefits programs.

📋 Description

• Own the platforms and outcomes that power the bswift Service Center experience. • Lead the growth of our intelligent virtual agent (IVA) capabilities. • Drive hands-on development and administration of our contact center platform. • Provide oversight of the broader portfolio of Service Center technologies. • Manage interaction routing, IVR workflows, integrations, and platform health. • Support Annual Enrollment readiness and serve as the primary technical resource for complex challenges. • 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.

🎯 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.

🏖️ Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family. • Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles. • Remote first, Office friendly environment! No time to commute? No problem! • Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs. • Professional Development: Opportunities for career growth, including training and access to resources to support your career progression. • Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued. • Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.