Senior Specialist, Enterprise Contact Center and Communications

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $116.4k - $162.3k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Ascension

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🤝 Non-profit

Healthcare • Non-profit

Ascension is one of the nation’s leading non-profit Catholic health systems focused on delivering compassionate, personalized care with special attention to vulnerable populations. In FY2025 Ascension reported providing $1. 7 billion in care for persons living in poverty and other community benefit programs plus $1. 8 billion of unreimbursed care for Medicare patients. Operating across 16 states and the District of Columbia, its network includes about 97,300 associates, 25,300 aligned providers, 90 wholly owned or consolidated hospitals and ownership interests in 29 additional hospitals; Ascension also operates 22 senior living facilities and a variety of other care sites (including home health and health clinics). Its specialties include medical services, nursing, health system operations, and healthcare technology, all grounded in its faith-based mission to bring health, healing and hope to all.

📋 Description

• 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 • Create high-level and detailed solution architecture documents, complex call flows, and routing strategies • Lead deployment and optimization of consumer-facing AI tools, including intelligent virtual assistants and chatbots • Lead deployment and optimization of associate-facing AI, including agent assist, real-time sentiment analysis, and summarization • Serve as the Subject Matter Expert for design decisions • Guide project teams and specialists 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 required • 2 years of leadership or management experience preferred • Proficiency in Genesys Cloud features, including ACD, IVR, voice bots, virtual agents, workforce engagement, analytics, and API integrations • Experience with Spoke and Twilio platforms is required • Familiarity with call management and integration systems such as ServiceNow, Salesforce, Oracle, and various EHRs • Demonstrated experience leading large efforts, including enhancement work and product lifecycles • Experience partnering with senior users to manage expectations, negotiate the needs of multiple users, and communicate the business advantages of various technical solutions

🏖️ Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options • Employer-matched 403(b) • Planning and hardship resources • Disability and life insurance • Pro-rated paid time off (PTO) and holidays • Ascension-paid tuition (Vocare) • Reimbursement • Ongoing professional development and online learning • Employee Assistance Program • Counseling and peer support • Spiritual care and stress management resources • Parental leave, adoption assistance and family benefits • Optional legal and pet insurance • Transportation savings