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Senior Director, Service Center Technology

DirectorDirectorFull TimeRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

2 days ago

Salary

$160K - $180K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Senior Director, Service Center Technology

bswift

• Own the platforms and outcomes that power the bswift Service Center experience. • Lead the growth of our intelligent virtual agent (IVA) capabilities. • Drive hands-on development and administration of our contact center platform. • Provide oversight of the broader portfolio of Service Center technologies. • Manage interaction routing, IVR workflows, integrations, and platform health. • Support Annual Enrollment readiness and serve as the primary technical resource for complex challenges. • Provide oversight across the portfolio of Service Center technologies, spanning agent enablement platforms, customer engagement channels, and experience measurement and analytics tools. • Lead enhancements, integrations, and implementations across the portfolio.

Job Requirements

  • Bachelor's degree or equivalent experience
  • 5+ years supporting or managing contact center technology platforms
  • Hands-on NICE inContact (CXone) development and administration
  • Hands-on experience with Cognigy or a comparable IVA / conversational AI platform
  • Proven people leadership of technical teams
  • Ability to translate business requirements into scalable technical solutions
  • Ability to operate both strategically and hands-on
  • Strong analytical, troubleshooting, communication, and stakeholder management skills.

Benefits

  • Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family.
  • Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.
  • Remote first, Office friendly environment! No time to commute? No problem!
  • Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs.
  • Professional Development: Opportunities for career growth, including training and access to resources to support your career progression.
  • Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.
  • Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.

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