Contact Center AI Operations Specialist
New
G
GFiberTelecommunications
United StatesFull-TimeSenior
Salary136,000 - 198,000 USD per year
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Job Details
- Experience
- 8 years
- Required Skills
- AgileArtificial IntelligenceMachine LearningNLP
Requirements
- 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).
- Experience with Google Cloud CCAI (preferred).
- Experience with Genesys IVR/Genesys Pure Cloud Platform (preferred).
- Familiarity with Agile development methodologies (preferred).
- Experience with machine learning and Natural Language Processing (preferred).
- Strong presentation skills (preferred).
- Proven ability to lead by influence (preferred).
Responsibilities
- Lead the end-to-end CCAI roadmap by prioritizing features based on ROI, agent efficiency, and CX.
- Develop Business Requirement Documents (BRDs) for engineering teams.
- Serve as the primary liaison between Engineering, Genesys partners, and Channel Operations.
- Elevate the customer and agent journey by auditing human-in-the-loop frameworks.
- Identify opportunities to optimize the broader CCAI framework.
- Proactively monitor CCAI system performance and health.
- Lead troubleshooting efforts for operational disruptions.
- Ensure all AI implementations adhere to data security standards, PII handling, and regulatory compliance.
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