Fintech CCaaS & AI Operations Lead

Openkrill; United States; Remote; USD 120,000 - 200,000; Full time

Job summary

Nymbus is seeking an Operational Readiness Manager to own the CCaaS platform, IVR architecture, and AI-driven customer experiences across multiple client environments. The role combines platform administration, architecture definition, and hands-on development work to deliver reliable, scalable interactions.

The position requires deep technical fluency, cross-functional collaboration, and the ability to translate client requirements into production configurations while managing vendor

Qualifications

• Experience operating CCaaS platforms across multiple client environments.
• Strong background in IVR design, routing logic, and call flow architectures.
• Proven ability to design, build, and maintain conversational and agentic AI solutions.
• Demonstrated governance of multitenant environments and platform releases.

Responsibilities

• Own administration, configuration, and operational integrity of the CCaaS platform across all client environments.
• Design and maintain routing architecture, skills, queues, hours of operation, and agent capacity profiles.
• Own IVR script development, call flows, and off-hour/holiday behavior.
• Design and maintain conversational AI prompts, intents, and training data.
• Manage knowledge sources, guardrails, and content ingestion for accurate responses.

Skills

CCaaS platform administration

IVR architecture

Conversational AI development

Multi-tenant platform governance

Vendor management

Tools

IVR scripting environment

Knowledge management systems

AI model lifecycle tooling

Job description

Nymbus is seeking an Operational Readiness Manager to own the CCaaS platform, IVR architecture, and AI-driven customer experiences across multiple client environments. The role combines platform administration, architecture definition, and hands-on development work to deliver reliable, scalable interactions.

The position requires deep technical fluency, cross-functional collaboration, and the ability to translate client requirements into production configurations while managing vendor