Senior Specialist – Enterprise Contact Center and Communications

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $116.4k - $162.3k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ascension

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🤝 Non-profit

💰 $500M Debt on 2019-11

Healthcare • Non-profit

Ascension is a U. S. -based healthcare organization that connects patients to care across the communities it serves. The company operates hospitals and specialized care sites in multiple states (e. g. , Florida, Illinois, Indiana, Kansas), highlights location-based search for care, and promotes compassionate, community-focused services.

📋 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, 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 such as intelligent virtual assistants and chatbots • Lead deployment and optimization of associate-facing AI such as 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 • Proficiency in Genesys Cloud features, including ACD, IVR, voice bots, virtual agents, workforce engagement, analytics, and API integrations • Experience with Spoke and Twilio platforms 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 • 2 years of leadership or management experience preferred

🏖️ Benefits

• Paid time off (PTO) • Various health insurance options & wellness plans • Retirement benefits including employer match plans • Long-term & short-term disability • Employee assistance programs (EAP) • Parental leave & adoption assistance • Tuition reimbursement • Ways to give back to your community