Senior Director, Service Center Technology

Responsibilities

• ▹Lead the strategy, growth, and continuous optimization of the Cognigy IVA program
• ▹Configure, tune, and expand voice and digital IVA capabilities to improve accuracy, experience, and automation
• ▹Partner with operations to identify new use cases and measure results
• ▹Own hands-on development, configuration, and administration of NICE inContact (CXone)
• ▹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 — agent enablement platforms, customer engagement channels, experience measurement and analytics tools
• ▹Lead enhancements, integrations, and implementations across the portfolio
• ▹Evaluate emerging technologies and recommend investments
• ▹Lead, coach, and develop the team supporting contact center and AI platforms
• ▹Translate business requirements into scalable technical solutions and architect for unique client needs
• ▹Serve as a technical consultant across sales, implementation, and operations; own vendor and managed service performance

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

Nice to have

• ▹Benefits administration, HR technology, or healthcare experience
• ▹Salesforce experience
• ▹Experience with Twilio, Power BI, Cresta, NICE Copilot, or similar platforms
• ▹Experience supporting large-scale contact center environments
• ▹Experience managing vendor and managed services relationships
• ▹Experience with contact center transformation initiatives

Soft skills

What we offer

• ▹Comprehensive health, dental, and vision plans
• ▹Competitive compensation including performance-based incentives
• ▹Remote first, office friendly environment
• ▹Retirement savings plans
• ▹Professional development opportunities
• ▹Supportive, collaborative culture
• ▹Employee wellbeing initiatives (mental health, financial planning)

About the company

bswift has been transforming benefits administration since 1996, with cloud-based technology and services that empower employees to understand and manage their benefits; it serves thousands of companies and millions of people nationwide.