WHAT YOU'LL DO Own the platforms and outcomes that power the bswift Service Center experience. This role leads the growth of our intelligent virtual agent (IVA) capabilities, drives hands-on development and administration of our contact center platform, and provides oversight of the broader portfolio of Service Center technologies.
This is a hands-on leadership role combining platform ownership, solution architecture, development, and people leadership.
WHAT YOU WILL BE RESPONSIBLE FOR Intelligent Virtual Agent (IVA) Optimization & Growth - Lead the strategy, growth, and continuous optimization of the Cognigy IVA program
- Configure, tune, and expand voice and digital IVA capabilities to improve accuracy, experience, and automation performance
- Partner with operations to identify new use cases and measure results
Contact Center Platform Development & Administration - Own hands-on development, configuration, and administration of NICE inContact (CXone)
- Manage interaction routing, IVR workflows, integrations, and platform health
- Support Annual Enrollment readiness and serve as the primary technical resource for complex challenges
Service Center Technology Portfolio Oversight - 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
- Evaluate emerging technologies and recommend investments
Leadership, Solution Design & Partnership - Lead, coach, and develop the team supporting contact center and AI platforms
- Translate business requirements into scalable technical solutions and architect for unique client needs
- Serve as a technical consultant across sales, implementation, and operations, and own vendor and managed service performance
WHAT YOU NEED TO SUCCEED - 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
NICE TO HAVE (Preferred Education and Experience) - Benefits administration, HR technology, or healthcare experience.
- Experience with Twilio, Power BI, Cresta, NICE Copilot, or similar platforms.
- Experience supporting large-scale contact center environments.
- Experience managing vendor and managed services relationships.
- Experience with contact center transformation initiatives.
Benefits of Working at bswift:- 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.
Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees.
Specific benefit offerings vary by position and may be subject to change.
Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description.
In the spirit of pay transparency, we are excited to share the base salary range for this position is $160,000-$180,000, exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!
