[Hiring] Senior Director, Service Center Technology @bswift

Role Description

Own the platforms and outcomes that power the bswift Service Center experience. This role leads the growth of our intelligent virtual agent (IVA) capabilities, drives hands-on development and administration of our contact center platform, and provides oversight of the broader portfolio of Service Center technologies. This is a hands-on leadership role combining platform ownership, solution architecture, development, and people leadership.

What You'll Do

• Intelligent Virtual Agent (IVA) Optimization & Growth
  • 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 performance.
  • Partner with operations to identify new use cases and measure results.
• Contact Center Platform Development & Administration
  • 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.
• Service Center Technology Portfolio Oversight
  • 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.
  • Evaluate emerging technologies and recommend investments.
• Leadership, Solution Design & Partnership
  • 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, and own vendor and managed service performance.

Qualifications

• 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 (Preferred Education and Experience)

• 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.

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!
• 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.
• Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement.