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 \#LI\-remote How you\\u2019ll 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\\u2019ll 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. **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. Benefits that help you thrive \\n\\n * Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options\\n * Financial security\& retirement: employer\-matched 403(b), planning and hardship resources, disability and life insurance \\n * Time to recharge: pro\-rated paid time off (PTO) and holidays\\n * Career growth: Ascension\-paid tuition (Vocare), reimbursement, ongoing professional development and online learning\\n * Emotional well\-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources\\n * Family support: parental leave, adoption assistance and family benefits\\n * Other benefits: optional legal and pet insurance, transportation savings and more\\n \\n **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 99,000\+