Contact Center AI Operations Specialist

📋 Description

• Oversee the comprehensive CCAI roadmap by prioritizing features according to ROI, agent efficiency, and customer experience; you will be responsible for creating Business Requirement Documents (BRDs) that guide engineering teams with a clear, operationally-focused "North Star."

• Act as the main point of contact between Engineering, Genesys partners, and Channel Operations to ensure effective communication, alignment on deliverables, and the seamless integration of conversational AI solutions into existing software.

• Enhance the customer and agent experience by reviewing "human-in-the-loop" frameworks to facilitate smooth transitions from AI to live agents and pinpointing opportunities to improve the overall CCAI framework.

• Continuously monitor CCAI system performance and health, leading troubleshooting initiatives for operational issues and serving as the primary contact for technical resolutions.

• Ensure all AI implementations comply with data security standards, PII handling, and regulatory requirements while confirming that solutions are scalable to accommodate business growth.

⛳️ Requirements

• 8 years of experience in Contact Center Operations

• Extensive knowledge of agent workflows, telephony platforms (e.g., Genesys Cloud), and customer experience metrics.

• Previous experience with AI technologies (Natural Language Understanding, Sentiment Analysis, or Agent Assist tools).

🏝️ Benefits

• Bonus

• Cash award

• Benefits