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 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 qualifications 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 requirements you'll need: * **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. 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. Equal employment opportunity employer: ***Equal employment opportunity employer*** Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard