Senior Director, Service Center Technology

📋 Description

• Own the platforms and outcomes powering the bswift Service Center experience.
• Lead Intelligent Virtual Agent (IVA) optimization and growth.
• Manage Service Center technology portfolio; oversee platform integrations.
• Partner with operations to identify new use cases and measure results.
• Translate business requirements into scalable technical solutions.
• Lead, coach, and develop teams across product, engineering, and operations.

🎯 Requirements

• Bachelor's degree or equivalent experience.
• 5+ years supporting/managing contact center tech (Cognigy, CXone, NICE inContact) and IVA.
• Translate business requirements into scalable technical solutions; architecture and integrations.
• Strong analytical, troubleshooting, communication, and stakeholder management skills.
• Hands-on experience with Cognigy, CXone, NICE inContact, and IVA platforms.
• Leadership experience; coaching teams and cross-functional collaboration with operations.

🎁 Benefits

• Comprehensive Health Benefits
• Remote first, Office friendly environment
• Retirement Savings Plans
• Professional Development
• Supportive Culture
• Employee Wellbeing Initiatives