Summary: The Contact Center AI Manager is responsible for overseeing the strategic implementation and ongoing management of artificial intelligence technologies within the contact center environment. This role emphasizes process and procedure improvement, the creation and execution of Agent Operating Procedures (AOP), and the utilization of data analytics to drive business results. The manager will collaborate with cross-functional teams to reduce user friction, ensuring the contact center operates efficiently while delivering a superior customer journey and meeting organizational objectives.

Key Responsibilities:

• AI Strategy and Implementation:
  • Lead the deployment and optimization of AI-powered solutions, such as chatbots, virtual agents, and sentiment analysis tools, to enhance customer interactions and operational efficiency.
• Process Optimization:
  • Evaluate existing contact center workflows and processes, identify areas for improvement, and drive the adoption of best practices leveraging AI technologies. Collaborate with operations and cross-functional teams to streamline procedures and reduce costs.
• AOP Creation and Execution:
  • Develop and manage the Agent Operating Procedures for the contact center, working closely with the Quality and Training Manager to ensure consistency between virtual and live agent and enhance new hire training.
• Data Analytics:
  • Design and implement analytics frameworks to monitor AI effectiveness, agent performance, and customer satisfaction. Use data-driven insights to inform decision-making and continuously improve contact center operations.
• Stakeholder Collaboration:
  • Work closely with internal teams, as well as external vendors, to ensure successful integration and support of AI technologies.
• Reporting and Communication:
  • Prepare and present regular reports to senior leadership on intent and sentiment gathering, process improvements, and key performance indicators. Create and report out on contact deflection and associated cost saves.
• Compliance and Risk Management:
  • Ensure all AI initiatives comply with regulatory requirements and company policies. Proactively identify and mitigate risks associated with AI deployment.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Data Analytics, Business Administration, or related field. Master’s degree preferred.
• Experience: 5+ years in contact center management, with at least 2 years in AI technology implementation and process improvement.
• Technical Skills: Strong understanding of data analysis, AI and automation tools, and cloud-based platforms.
• Analytical Ability: Advanced skills in interpreting complex data sets and translating findings into actionable strategies.
• Communication: Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.
• Problem-Solving: Demonstrated ability to identify challenges and develop innovative solutions using AI and analytics.

Preferred Attributes

• Certification in AI, data analytics, or project management.
• Experience with cloud-based contact center platforms.
• Strong leadership and cross functional team-building skills.
• Ability to adapt to rapidly changing technology landscapes.

The base salary range for this position is between $131,000-$140,000 with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits include medical, dental, vision, wellness, 401(k) matching, Open PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.

#LI-hybrid