Senior Director, Service Center Technology

**Want to be a bswifter?** *At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces.* *We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you!* ***ABOUT US*** bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. Our mission is to simplify the complex world of employee benefits and deliver exceptional service to our clients. We are seeking a highly technical and strategic leader to join our team as the Senior Director, Service Center Technology. ***WHAT YOU'LL DO*** 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 WILL BE RESPONSIBLE FOR*** **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 ***WHAT YOU NEED TO SUCCEED*** - 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…