Pros
Great if you're autistic (like me, never disclosed to Sorenson) and like to do the same thing everyday or very introverted, regardless if you worked in the call center or remote. Pay increased from when I started ($10.50 part time in 2018, to $10 full time, to $11, $12, now $17 in 2025 but only after they practically shut down all the call centers or part timers quit when hours were cut). Plenty of opportunities to get out early. PTO and sick time carries over. No longer actually using our voices to caption, which helps on calls with fast speakers, multiple speakers, or inaudible speakers. They don't micromanage as much with the transition from the old program to the new one.
Cons
No longer seem to be hiring for CA's. No more flexibility in schedule. Used to be open all days of the week from 5am-10pm (some centers were 24/7 not sure the NV one never was) to now only 7am-7pm M-F. No Overtime ever, can't ever work holidays they schedule you off from when god forbid in the past you called out on them (some of us don't have family and would rather work). Pushing out AI generated captioning program that has so many bugs, I'm bug reporting almost every call every day. Sure it's job security but if it's not ready, why force us to use it? How does the phone ringing or hold music with no lyrics does the AI mistake for people talking? Some users would complain that we did a poor job captioning in the past when it was an issue with the old tts program and not how we heard/said things. Insurance premium went up, $500 deductible went to $1500 or $2500, which explains why we got the raise (also major lay offs from years before). Remote work feels like there's no real way to connect with coworkers, especially local remote ones unless it's just lack of motivation from our team lead. No bonuses but you get points that you can redeem.