Lead, AI & Automation for Next-Gen Contact Center

Authority Brands; Atlanta (GA); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Full benefits package

PTO and paid holidays

401(k)

Job summary

Authority Brands is seeking a hands-on Senior Manager, Contact Center AI & Automation to own the design and deployment of AI virtual agents across voice and digital journeys. You will lead conversations, integrate with CCaaS and CRM systems, and drive measurable improvements in autonomous resolution while safeguarding privacy and brand standards.

You will collaborate with Technology, Data, Operations, Legal, Privacy, Security, and brand teams, delivering scalable production solutions and

Qualifications

• 5+ years in contact center or CX tech with AI/automation experience.
• Experience delivering voice and digital virtual agents end-to-end.
• Ability to translate business needs into technical/conversational designs.
• Strong vendor and implementation management skills.
• Knowledge of data privacy, security, and compliance.

Responsibilities

• Own implementation of voice and digital AI virtual agents from use-case to production.
• Manage external AI and contact center technology vendors and SLAs.
• Design conversations, intents, prompts, and knowledge content.
• Coordinate integrations with CCaaS, telephony, CRM, APIs, and analytics.
• Build test strategies and acceptance criteria for model quality and security.
• Establish release, monitoring, and change-control practices with partners.
• Measure key metrics like containment, completion, escalation, and CSAT.
• Analyze data to improve prompts, flows, and model performance.
• Maintain responsible AI controls for privacy, security, and compliance.

Skills

Conversation design

Natural-language understanding

Large language models

Prompt design

Vendor management

Analytics & KPI tracking

Change leadership

Communication with executives

Education

Bachelor's degree in business, tech, engineering, data or related field

Tools

CCaaS

CRM

APIs

Analytics platforms

Job description

Authority Brands is seeking a hands-on Senior Manager, Contact Center AI & Automation to own the design and deployment of AI virtual agents across voice and digital journeys. You will lead conversations, integrate with CCaaS and CRM systems, and drive measurable improvements in autonomous resolution while safeguarding privacy and brand standards.

You will collaborate with Technology, Data, Operations, Legal, Privacy, Security, and brand teams, delivering scalable production solutions and