About this role

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.

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).

Contact Center AI Operations Specialist

Key skills