Enterprise Contact Center and Communications Senior Specialist

• Location: Remote

• Department: Core Technology Care Communications

• Schedule: Full-time | Day shift

  
  

• 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.

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:

• 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).
• 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.