Hybrid Enterprise Customer Service Manager - AI & SaaS

NICE; United States; Hybride; USD 214 000 - 322 000; Plein temps

Résumé du poste

inContact, Inc. is seeking a Manager, Customer Service to lead end-to-end deployments of large-scale SaaS platforms for enterprise contact centers.

You will oversee CRM and cloud telephony integrations (Zendesk, Salesforce, Amazon Connect) and drive cross-functional collaboration with Product, Engineering and Customer Success to optimize onboarding and adoption. The role emphasizes WFM/QM deployment, omnichannel service workflows, and AI-enabled automation to boost CSAT and efficiency.

Qualifications

• Master's degree in Information Systems, CS or related field.
• 5+ years in deploying enterprise SaaS solutions.
• Experience with CRM and cloud telephony platforms.

Responsabilités

• Lead end-to-end deployment of large SaaS platforms for enterprise centers.
• Oversee integrations with CRM/telephony such as Zendesk, Salesforce, Amazon Connect.
• Drive cross-functional collaboration across Product, Engineering and Customer Success.
• Manage deployment and optimization of WFM and QM software.
• Design omnichannel workflows and lead AI-driven service initiatives.

Connaissances

SaaS deployments

CRM integrations

Cross-functional leadership

Program management

AI-powered workflows

Formation

Master's degree in Information Systems or Computer Science

Outils

Zendesk

Salesforce

Amazon Connect

Description du poste

inContact, Inc. is seeking a Manager, Customer Service to lead end-to-end deployments of large-scale SaaS platforms for enterprise contact centers.

You will oversee CRM and cloud telephony integrations (Zendesk, Salesforce, Amazon Connect) and drive cross-functional collaboration with Product, Engineering and Customer Success to optimize onboarding and adoption. The role emphasizes WFM/QM deployment, omnichannel service workflows, and AI-enabled automation to boost CSAT and efficiency.