bswift - Senior Director, Service Center Technology
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 (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.
Responsibilities
• 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. • 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 • 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
Benefits
• At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions. • 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! • Remote first, Office friendly environment! • Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs. • Retirement Savings Plans • Professional Development: Opportunities for career growth, including training and access to resources to support your career progression. • Professional Development • Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued. • Supportive Culture • Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work. • Employee Wellbeing Initiatives • Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees. • Make an Impact • Specific benefit offerings vary by position and may be subject to change. • Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description. • In the spirit of pay transparency, we are excited to share the base salary range for this position is $160,000-$180,000, exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package! • At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right. • Pursue Excellence, Embrace Accountability, Deliver Superior Service, • Be A Great Place To Work • bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally. • If you have what it takes to join our award-winning culture, we’d love to hear from you!
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