Manager, Support Technology – AI

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Manage the technical administration of the NICE CXone environment.

• Develop, write, and maintain intricate Studio Scripts for call routing, IVR logic, data orchestration, and agent workflows.

• Configure and enhance contact routing, queues, skills, reporting, feedback mechanisms, and performance management tools.

• Act as the primary Project Manager for Agentic AI and automated support-agent implementations.

• Supervise bot logic, NLU tuning, and transitions to live agents.

• Collaborate with the Quality Team on AI-driven analytics, including sentiment analysis and auto-QA.

• Serve as a liaison between Support Enablement and IT/Network teams regarding telephony stability and Salesforce integrations.

• Provide assistance with other Customer Support software systems, such as remote desktop tools.

• Analyze traffic patterns and system utilization to enhance agent productivity and minimize customer effort.

• Maintain documentation for system configurations, script logic, and AI prompt libraries.

• Manage technical relationships and roadmaps with CX technology vendors and consultants.

• Transform complex data into enhanced support experiences and “Stand-Out Moments” for veterinary partners.

⛳️ Requirements

• Bachelor’s Degree in Computer Science, Information Systems, Engineering, or a related technical field.

• 3–5 years of experience in Contact Center as a Service (CCaaS) administration.

• Proven experience with NICE CXOne Studio Scripting is essential.

• Experience with the MPower Suite, including Enlighten AI, WFM, and Analytics, is highly preferred.

• Experience or strong aptitude for implementing AI agents, LLMs, or automated workflows in a customer service setting.

• Knowledge of laboratory procedures or veterinary workflows is advantageous.

• Capability to troubleshoot complex IVR-script logic and API integrations.

• Ability to summarize technical issues and AI performance data for senior leadership.

• Capacity to rapidly learn evolving Generative AI and CCaaS features.

• Strong organizational, analytical, problem-solving, communication, and active listening skills.

• Competence in prioritizing workflow demands, delegating tasks, and managing customer complaints.

• Ability to read, analyze, and interpret scientific and technical information.

• Proficiency in using computer applications, spreadsheets, database management, email, video conferencing, and the Internet.

• Capacity to work independently and collaboratively in a corporate office or virtual environment.

• Ability to maintain accurate and comprehensive customer-interaction records.

• Must occasionally lift and/or move up to 15 pounds.

• Travel may be required up to 10% of the time.

🏝️ Benefits

• Paid Time Off & Holidays.

• Medical, Dental, Vision (Multiple Plans Available).

• Basic Life (Company Paid) & Supplemental Life.

• Short and Long Term Disability (Company Paid).

• Flexible Spending Accounts/Health Savings Accounts.

• Paid Parental Leave.

• 401(k) with company match.

• Tuition/Continuing Education Reimbursement.

• Life Assistance Program.

• Pet Care Discounts.

• Up to 10% travel may be required on occasion.