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
Senior Contact Center Specialist in workfromhome at Unknown Company
This position is listed as full time and able to be worked remotely.