Contact Center AI

The application window will be open until at least May 18, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

This role is not eligible for immigration sponsorship.

Role Description

As the CCAI Operations Specialist, you will be the strategic bridge between our technical engineering teams and our frontline contact center operations. You are not just a technical expert, but a business leader who translates operational pain points into a high-impact CCAI roadmap.

Sitting within the Contact Center Operations team, you will act as the "Business Owner" for AI initiatives—driving requirements, defining the customer experience (CX) vision, and ensuring our engineering partners are building solutions that deliver measurable value to our agents and customers.

In this role, you'll:

• Lead the end-to-end CCAI roadmap by prioritizing features based on ROI, agent efficiency, and CX; you will own the development of Business Requirement Documents (BRDs) to provide engineering teams with a clear, operationally-grounded "North Star."
• Serve as the primary liaison between Engineering, Genesys partners, and Channel Operations to ensure seamless communication, alignment on deliverables, and the integration of conversational AI solutions within existing software.
• Elevate the customer and agent journey by auditing "human-in-the-loop" frameworks for smooth AI-to-live-agent handoffs and identifying opportunities to optimize the broader CCAI framework.
• Proactively monitor CCAI system performance and health, leading troubleshooting efforts for operational disruptions and acting as the lead liaison for technical resolutions.
• Ensure all AI implementations adhere to data security standards, PII handling, and regulatory compliance while verifying that solutions are built to scale alongside business growth.

At a minimum we'd like you to have:

• 8 years of experience in Contact Center Operations
• Deep understanding of agent workflows, telephony platforms (e.g., Genesys Cloud), and CX metrics.
• Prior work experience with the use of AI technologies (Natural Language Understanding, Sentiment Analysis, or Agent Assist tools).

It's preferred if you have:

• Experience with Google Cloud CCAI.
• Experience with Genesys IVR/Genesys Pure Cloud Platform.
• Familiarity with Agile development methodologies.
• Experience with machine learning and Natural Language Processing.
• Strong presentation skills.
• Proven ability to lead by influence.

The US base salary range for this full-time position is between $136,000 - $198,000 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

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