Senior Enterprise Contact Center and Communications Specialist

🕒 September 30

🇺🇸 United States – Remote

💵 $104.8k - $194.7k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Ascension

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

🤝 Non-profit

Healthcare • Healthcare Insurance • Non-profit

Ascension is a faith-based healthcare organization dedicated to transformation through innovation across the continuum of care. As one of the leading non-profit and Catholic health systems in the U. S. , Ascension is committed to delivering compassionate, personalized care to all, particularly focusing on those living in poverty and the most vulnerable populations. Operating over 2,600 sites of care, including 151 hospitals, Ascension offers a variety of services, including physician practice management and clinical care management, while emphasizing a mission of community benefit.

📋 Description

• Lead discovery sessions to capture functional, technical, and operational requirements, ensuring alignment with organizational goals • Integrate and work with Genesys Cloud platform capabilities including ACD, IVR, AI voice/virtual agents, workforce engagement, and APIs • Design customer interaction journeys, high-level and detailed solution architecture documents, complex call flows, and routing strategies • Lead deployment and optimization of consumer-facing AI tools such as intelligent virtual assistants and chatbots • Lead deployment and optimization of associate-facing AI tools 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 • Proven track record leading complex product lifecycles and enhancements while partnering with senior users to manage expectations, align competing priorities, and articulate the business value of technical solutions • Ability to translate complex contact center business needs into detailed solution specifications • Deep proficiency in Genesys Cloud, including ACD, IVR, AI voice/virtual agents, workforce engagement, and APIs • Preferred exposure to Spoke, Twilio, and CRM/EHR integrations, including ServiceNow, Salesforce, and Oracle • 2 years of leadership or management experience preferred

🏖️ 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) • Tuition 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

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