Enterprise Contact Center and Communications Senior Specialist

Location: Remote

Department: Core Technology Care Communications

Schedule: Full-time | Day shift

#LI-remote

Requirements Discovery: Lead discovery sessions to capture functional, technical, and operational requirements, ensuring alignment with organizational goals.

Platform & Systems Integration: Deep proficiency in Genesys Cloud (ACD, IVR, AI voice/virtual agents, workforce engagement, APIs) alongside preferred exposure to Spoke, Twilio, and CRM/EHR integrations (ServiceNow, Salesforce, Oracle).

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.

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.

Additional Preferences:

Product Leadership & Stakeholder Management: 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.

Solution Specification: Translate complex contact center business needs into detailed solution specifications.

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 99,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you'll find an inclusive and supportive environment where your contributions truly matter.

Equal employment opportunity employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

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