Senior Enterprise Contact Center Architect (Remote)

Ascension; St. Louis (MO); À distance; USD 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

Comprehensive health coverage

Retirement plan (403(b) and employer-m

Résumé du poste

Ascension is seeking an experienced technology leader to shape contact center solutions in a remote role. You will drive requirements discovery, translate business needs into specifications, and design architectures for complex customer interactions.

You’ll lead AI deployment strategies and act as SME across the implementation lifecycle, collaborating with cross-functional teams to ensure CX outcomes. The role emphasizes leadership, technical excellence, and strategic impact within the Core

Qualifications

• Lead discovery sessions to capture functional, technical, and operational requirements.
• Translate complex contact center business needs into detailed solution specifications.
• Design customer interaction journeys, including high-level and detailed solution architecture documents, complex call flows, and routing strategies.
• Lead the deployment and optimization of AI-driven tools, including consumer-facing AI and associate-facing AI to drive CX outcomes.
• Serve as the SME for design decisions throughout the implementation lifecycle.

Responsabilités

• Lead discovery sessions to capture functional, technical, and operational requirements.
• Translate complex contact center business needs into detailed solution specifications.
• Design customer interaction journeys, including high-level and detailed solution architecture documents, complex call flows, and routing strategies.
• Lead the deployment and optimization of AI-driven tools, including consumer-facing AI and associate-facing AI to drive CX outcomes.
• Serve as the SME for design decisions, guiding project teams and specialists through the implementation lifecycle.

Connaissances

Requirements discovery

Solution specification

Architectural design

AI implementation

SME leadership

Formation

Associate's or Bachelor's degree

High school diploma equivalency

Outils

Genesys Cloud

Spoke

Twilio

Salesforce

ServiceNow

Oracle

Description du poste

Ascension is seeking an experienced technology leader to shape contact center solutions in a remote role. You will drive requirements discovery, translate business needs into specifications, and design architectures for complex customer interactions.

You’ll lead AI deployment strategies and act as SME across the implementation lifecycle, collaborating with cross-functional teams to ensure CX outcomes. The role emphasizes leadership, technical excellence, and strategic impact within the Core