AI Contact Center Lead & Insights Architect

ONE (Open Network Exchange); Scottsdale (AZ); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Exclusive Team Member Travel Discounts

Affordable Medical Insurance

100% Employer Paid Dental and Vision

HSA with Company Contribution

401(k)

Life & AD&D

Job summary

ONE (Open Network Exchange) in Scottsdale, AZ is seeking a Manager, Contact Center AI & Insights to lead AI strategy, roadmap, and adoption across the contact center. You will partner with senior leaders to optimize AI-driven coaching, automation, and analytics to boost agent performance and customer experience.

You will own governance for AI configuration, collaborate with Operations, Technology, Product, Analytics, and external vendors, and present measurable ROI to executives.

Qualifications

• Bachelor’s degree in business, information systems, computer science, operations management, or equivalent experience.
• Experience in AI product or program management, contact center operations, customer experience, or related disciplines.
• Experience implementing, administering, or optimizing AI-powered contact center platforms such as Sense, Observe.AI, Cresta, NICE Enlighten, CallMiner, Verint, Gong, or similar technologies.
• Strong understanding of contact center operations, customer experience, and key performance metrics (QA, CSAT, AHT, FCR, conversion, efficiency).
• Experience developing executive dashboards, business reviews, and presenting performance insights to senior leadership.
• Proven ability to analyze operational data and drive measurable outcomes through AI and automation.

Responsibilities

• Partner with VP to execute AI strategy and technology roadmap for contact center innovation.
• Configure and optimize AI platforms including Sense, prompts, coaching models, rules, and workflows.
• Evaluate emerging AI technologies and prioritize opportunities based on impact and ROI.

Skills

AI product management

Contact center operations

Cross-functional leadership

Data-driven decision making

Executive reporting

Stakeholder management

Communication skills

Problem solving

Vendor management

Education

Bachelor's degree in business, information systems, CS, or operations management

Tools

Sense

Observe.AI

Cresta

NICE Enlighten

CallMiner

Verint

Gong

Salesforce CRM

Power BI/Tableau

Job description

ONE (Open Network Exchange) in Scottsdale, AZ is seeking a Manager, Contact Center AI & Insights to lead AI strategy, roadmap, and adoption across the contact center. You will partner with senior leaders to optimize AI-driven coaching, automation, and analytics to boost agent performance and customer experience.

You will own governance for AI configuration, collaborate with Operations, Technology, Product, Analytics, and external vendors, and present measurable ROI to executives.