AI Tools Admin & Platform Configurator – Remote

Concentrix CVG Customer Management Group Inc.; California; Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Paid Time Off

Paid Learning Days

EAP

Job summary

Concentrix CVG Customer Management Group Inc. is seeking an AI Transformation & Platform Administrator to support Customer Care AI products and transformation initiatives.

The role involves administering, testing, documenting, and optimizing AI-enabled platforms (Salesforce, Cresta, Agent Assist, generative AI) with business partners to improve customer care experiences. The position is onsite five days a week in Fountain Valley, CA, and requires strong collaboration with stakeholders, vendors,

Qualifications

• Experience supporting business technology, AI-enabled platforms, contact center tools, or customer care transformation initiatives.
• Ability to translate operational needs into workflows, use cases, user stories, functional requirements, acceptance criteria, and reporting needs.
• Familiarity with AI-enabled customer care capabilities such as Agent Assist, interaction summaries, knowledge recommendations, guided workflows, next-best actions, conversational AI, virtual assistants, self-service, routing, automation, or generative AI.

Responsibilities

• Facilitate discovery sessions, stakeholder interviews, and process reviews to understand operating needs.
• Translate business needs into solution concepts, current- and future-state workflows, use cases, and acceptance criteria.
• Maintain requirements traceability, assumptions, decisions, approvals, and change records; support demonstrations and prototypes.
• Perform authorized business administration for designated AI platforms, including users, roles, permissions, and settings.
• Create, test, refine, document, and maintain AI prompts, templates, and prompt libraries.

Skills

AI platforms

Business analysis

Documentation

Testing mindset

Stakeholder collaboration

UAT readiness

Tools

Salesforce

Cresta

CRM

Copilot Studio

Job description

Concentrix CVG Customer Management Group Inc. is seeking an AI Transformation & Platform Administrator to support Customer Care AI products and transformation initiatives.

The role involves administering, testing, documenting, and optimizing AI-enabled platforms (Salesforce, Cresta, Agent Assist, generative AI) with business partners to improve customer care experiences. The position is onsite five days a week in Fountain Valley, CA, and requires strong collaboration with stakeholders, vendors,