Associate Director, AI-Driven Customer Automation

Uniti Group Inc.; Little Rock (AR); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401K Plan

Health Savings Account

Life Insurance

Educational Assistance Plan

Job summary

Uniti Group Inc. is seeking an Associate Director, IVR Strategy & Customer Automation, to lead strategy, governance, and modernization of IVR and AI-driven customer interactions.

You will drive self-service and automation across voice channels and partner with operations, IT, product, and analytics to deliver measurable CX improvements. The role requires strategic vision, execution excellence, and deep knowledge of conversational AI, journey design, and contact center operations.

Qualifications

• Bachelor's degree in a related field is required.
• 10+ years in leadership within contact center or CX domains.
• Proven experience delivering conversational AI and automation initiatives.
• Experience managing cross-functional, vendor-driven programs.

Responsibilities

• Develop strategy and roadmap for conversational AI, self-service, and automation.
• Identify opportunities to improve interactions through AI-enabled experiences.
• Align automation initiatives with business priorities and goals.
• Lead cross-functional design, development, testing, and optimization of AI solutions.
• Translate requirements into effective self-service experiences and routing logic.
• Oversee customer journey design, escalation paths, and live agent handoff.
• Ensure strong implementation practices, including planning, testing, deployment.
• Partner with operations, IT, product, digital, CX, and analytics teams.
• Stay current on market trends and emerging AI tech.
• Manage vendor relationships and platform governance.

Skills

Conversational AI strategy

Contact center operations

Change management

Vendor management

Leadership

Communication

AI/Automation

Journey design

Education

Bachelor's degree in Business/Technology/Operations/CS/Communications

Tools

Nice/Genesys/Talkdesk

Telephony systems

IVR

APIs & integrations

MS Office

Job description

Uniti Group Inc. is seeking an Associate Director, IVR Strategy & Customer Automation, to lead strategy, governance, and modernization of IVR and AI-driven customer interactions.

You will drive self-service and automation across voice channels and partner with operations, IT, product, and analytics to deliver measurable CX improvements. The role requires strategic vision, execution excellence, and deep knowledge of conversational AI, journey design, and contact center operations.