Enterprise Contact Center and Communications Senior Specialist

Your future role at a glance Location: Remote Department: Core Technology Care Communications Schedule: Full-time | Day shift Salary: $116,413.44 - $162,273.41 per year. #LI-remote Life at Ascension: Where purpose meets opportunity Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 97,000+ 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. Benefits that help you thrive Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance Time to recharge: pro-rated paid time off (PTO) and holidays Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning Emotional well-being: Employee Assistance Program , counseling and peer support, spiritual care and stress management resources Family support: parental leave, adoption assistance and family benefits Other benefits: optional legal and pet insurance, transportation savings and more 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. 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. Fraud prevention notice Prospective applicants should be vigilant against fraudulent job offers and interview requests. Scammers may use sophisticated tactics to impersonate Ascension employees. To ensure your safety, please remember: Ascension will never ask for payment or to provide banking or financial information as part of the job application or hiring process. Our legitimate email communications will always come from an @ascension.org email address; do not trust other domains, and an official offer will only be extended to candidates who have completed a job application through our authorized applicant tracking system. E-Verify statement Employer participates in the Electronic Employment Verification Program. Please click here for more information.