Ascension

Enterprise Contact Center and Communications Senior Specialist

Ascension • $116K — $162K *
US-AnywhereRemote in United States
Enterprise Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • High School diploma equivalency with 2 years of experience, or an Associate's/Bachelor's with 1 year, or 5 years of relevant experience required.
  • 2 years of leadership or management experience preferred.
  • Proficiency in Genesys Cloud, Spoke and Twilio platforms required.
  • Experience with call management systems, like ServiceNow, Salesforce, Oracle, and EHRs.
  • Demonstrated experience leading product efforts and managing stakeholder expectations.

Responsibilities

  • Lead discovery sessions to capture functional, technical, and operational requirements.
  • Translate complex contact center business needs into detailed solution specifications.
  • Design customer interaction journeys and complex call flows.
  • Lead the deployment of AI-driven tools for efficiency and improved customer experience.
  • Guide project teams as the Subject Matter Expert for design decisions.

Benefits

  • Remote working environment for flexibility.
  • Full-time day shift schedule.
  • Opportunity to lead innovative AI implementations.
  • Work with cutting-edge contact center technologies.
  • Collaborate with cross-functional teams to influence organizational change.
Full Job Description
Your future role at a glance

Location: Remote

Department: Core Technology Care Communication

Schedule: Full-time | Day shift

Salary: $116,413.44 - $162,273.41 per year.

#LI-remote

How you'll make an impact in this role

  • Requirements Discovery: Lead discovery sessions to capture functional, technical, and operational requirements, ensuring alignment with organizational goals.
  • Solution Specification: Translate complex contact center business needs into detailed solution specifications.
  • Architectural Design: Design customer interaction journeys, including high-level and detailed solution architecture documents, complex call flows, and routing strategies.
  • AI Implementation & Strategy: Lead the deployment and optimization of AI-driven tools, including consumer-facing AI (e.g., intelligent virtual assistants, chatbots) and associate-facing AI (e.g., agent assist, real-time sentiment analysis, and summarization) to drive efficiency and CX outcomes.
  • SME Leadership: Serve as the Subject Matter Expert (SME) for design decisions, guiding project teams and specialists through the implementation lifecycle.

What minimum requirements you'll need

Education:

  • 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.

What additional preferences we're seeking

  • Deep Platform Expertise: Proficiency in Genesys Cloud features, including ACD (Automatic Call Distribution), IVR (Interactive Voice Response), voice bots, virtual agents, workforce engagement, analytics, and API integrations. Experience with Spoke and Twilio platforms is required, along with familiarity with call management and integration systems such as ServiceNow, Salesforce, Oracle, and various EHRs.
  • Product Leadership: Demonstrated experience leading large efforts, including enhancement work and product lifecycles.
  • Stakeholder Management: Experience partnering with senior users to manage expectations, negotiate the needs of multiple users, and communicate the business advantages of various technical solutions.


Responsibilities

  • Requirements Discovery: Lead discovery sessions to capture functional, technical, and operational requirements, ensuring alignment with organizational goals.
  • Solution Specification: Translate complex contact center business needs into detailed solution specifications.
  • Architectural Design: Design customer interaction journeys, including high-level and detailed solution architecture documents, complex call flows, and routing strategies.
  • AI Implementation & Strategy: Lead the deployment and optimization of AI-driven tools, including consumer-facing AI (e.g., intelligent virtual assistants, chatbots) and associate-facing AI (e.g., agent assist, real-time sentiment analysis, and summarization) to drive efficiency and CX outcomes.
  • SME Leadership: Serve as the Subject Matter Expert (SME) for design decisions, guiding project teams and specialists through the implementation lifecycle.


Qualifications

Education:

  • 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.

About Ascension

Ascension is a healthcare company that provides a range of services, including hospital care, primary care, and specialty care. The company operates more than 150 hospitals and 50 senior living facilities across the United States. Ascension also offers health insurance and other healthcare-related services. The company was founded in 1999 and is headquartered in St. Louis, Missouri.
Learn more about Ascension
Size
165,000 employees
Industry
Healthcare
Founded
1999
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Ascension

More Enterprise Technology Jobs

Find similar Enterprise Contact Center and Communications Senior Specialist jobs:

NationwideRemote