Contact Center Senior Specialist
Job Summary
Leading discovery sessions and translating complex business needs, the full-time remote Enterprise Contact Center and Communications Senior Specialist will design customer interaction journeys, implement AI-driven tools, and serve as a Subject Matter Expert throughout the project lifecycle.
Key responsibilities
- Lead discovery sessions to capture functional, technical, and operational requirements
- Translate business needs into detailed solution specifications and design architectural documents
- Oversee the deployment and optimization of AI-driven tools to enhance efficiency and customer experience
Required qualifications
- High School diploma equivalency with 2 years of experience, or Associate's/Bachelor's degree with 1 year of experience, or 5 years of relevant experience
- 2 years of leadership or management experience preferred
- Proficiency in Genesys Cloud features and experience with Spoke and Twilio platforms
- Demonstrated experience leading large efforts and product lifecycles
- Experience in stakeholder management and negotiating technical solutions
Complete Job Description
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