Senior Contact Center Specialist
Job Summary
Leading discovery sessions and translating complex contact center needs into actionable solutions, the full-time Senior Contact Center Specialist will work remotely to design customer interaction journeys and implement AI-driven tools to enhance efficiency and customer experience.
Key responsibilities
- Lead requirements discovery sessions to align technical and operational needs with organizational goals
- Develop detailed solution specifications and design complex call flows and routing strategies
- Serve as a Subject Matter Expert (SME) guiding project teams through the implementation lifecycle
Required qualifications
- High School diploma with 2 years of experience or an 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 and familiarity with platforms like Spoke, Twilio, and CRM/EHR integrations
- Experience leading complex product lifecycles and managing stakeholder expectations
Complete Job Description
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