Enterprise Contact Center and Communications Senior Specialist

Ascension; St. Louis (MO); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health coverage

403(b) retirement plan

Paid time off (PTO)

Tuition reimbursement

Employee Assistance Program

Parental leave

Pet insurance

Transportation benefits

Job summary

Ascension is seeking a senior technologist to drive requirements discovery, design customer interaction journeys, and integrate Genesys Cloud with enterprise systems in a remote, full-time capacity. You will lead AI-driven CX initiatives and mentor teams through complex implementations.

You will collaborate with stakeholders and leverage platforms like ServiceNow, Salesforce, Oracle, and CRM/EHR systems to deliver value across the organization.

Qualifications

• High School diploma equivalency with 2 years of cumulative experience.
• Associate's or Bachelor's with 1 year of experience, or 5 years of applicable job-specific experience.
• 2 years of leadership or management experience preferred.

Responsibilities

• Requirements Discovery: Lead discovery sessions to capture functional, technical, and operational requirements.
• Platform & Systems Integration: Proficient with Genesys Cloud and related integrations (Spoke, Twilio, CRM/EHR).
• Architectural Design: Design customer interaction journeys and solution architectures.
• AI Implementation & Strategy: Lead deployment and optimization of AI-driven CX tools.
• SME Leadership: Guide project teams through the implementation lifecycle.

Skills

Requirements Discovery

Platform & Systems Integration

Architectural Design

AI Implementation

SME Leadership

Education

High School diploma equivalency + 2 years experience

Associate's degree + 1 year experience

5 years applicable cumulative job-specific experience

Tools

Genesys Cloud

Spoke

Twilio

CRM/EHR Integrations

ServiceNow

Salesforce

Oracle

Job description

Department: Core Technology Care Communications

• Schedule: Full-time | Day shift

Your future role at a glance

• Location: Remote
• Department: Core Technology Care Communications
• Schedule: Full-time | Day shift

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.
• 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

What minimum requirements you’ll need

• 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.

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

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+ 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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