Manager of Support Technology & AI

Antech Diagnostics

Loveland (CO)

On-site

USD 99,000 - 124,000

Full time

14 days+

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Benefits offered by this job

Paid Time Off

Medical, Dental, Vision

Life Insurance

Disability Insurance

FTD/HSAs

Parental Leave

401(k) with match

Tuition Reimbursement

Life Assistance Program

Pet Care Discounts

Job summary

Antech Diagnostics is seeking a Manager of Support Technology & AI to architect and evolve our NICE CXone MPower Suite, Splashtop, and AI-driven support tools. You will lead studio scripting, data analytics, and Salesforce integrations to enhance frontline diagnostic support.

The role combines engineering rigor with customer‑facing empathy, enabling coaches and agents to deliver standout veterinary service and improve CSAT through AI-enabled workflows.

Qualifications

Bachelor’s degree in a technical field.
3–5 years of CCaaS administration experience.
Proven experience with NICE CXOne Studio Scripting is required.
Experience implementing AI agents, LLMs, or automated workflows in a customer service environment.

Responsibilities

Lead CXOne platform architecture, scripts, routing, queues, reporting, and agent workflows.
Project manage Agentic AI implementation and bot logic.
Collaborate on AI analytics for coaching and CSAT/QA improvements.
Serve as technical liaison between Support Enablement and IT/Networks for telephony and Salesforce integrations.
Assist with management of other customer support software systems.

Skills

Analytical reasoning

Strategic communication

Adaptability

Empathy‑driven design

Leadership in communication

Multi‑tasking

Prioritization

Customer complaint management

Organizational skills

Technical reading

Issue response

Presentation skills

Professional demeanor

Team collaboration

Computer proficiency

Education

Bachelor’s Degree in Computer Science, Information Systems, Engineering, or related technical field

Tools

NICE CXOne Studio Scripting

NICE MPower Suite

Splashtop Remote Desktop

Job description

Job Purpose/Overview

The Manager of Support Technology & AI delivers on the Antech Customer Service vision of unwavering commitment to empathetic and caring veterinary diagnostic support through the strategic orchestration of world‑class technology.

Reporting to the Director of Support Enablement, this role is the technical heartbeat of our customer‑facing infrastructure, responsible for the architecture, logic, and continuous evolution of the NICE CXone MPower Suite, Splashtop remote desktop, and the integration of Agentic AI solutions. This individual works at the intersection of technical engineering and operational excellence, ensuring our communication systems are as compassionate as they are efficient.

The Manager collaborates with leaders across the Antech Organization to transform complex data into "Stand‑Out Moments" for our veterinary partners. By leveraging advanced Studio scripting, AI‑driven data, and seamless CRM integrations, they empower our frontline associates with the tools needed to provide industry‑leading diagnostic support. The role focuses on building a future‑ready support ecosystem that prioritizes the human experience, driving associate engagement and customer retention through technical innovation.

Target Pay Range

Target Pay Range for this position is $99,000 - $124,000 annually. Pay decisions use factors such as relevant job‑related skills, experience, education, training and budget.

Essential Duties And Responsibilities

CXOne Platform Architecture: Lead the technical administration of the NICE CXone environment. Design, write, and maintain complex Studio Scripts to optimize call routing, IVR logic, data orchestration, and agent workflows. Support the configuration and ongoing evolution of team‑specific contact routing, queues, skills, reporting, feedback mechanisms, and performance management tools.
AI & Innovation Lead: Act as the primary Project Manager for the implementation of Agentic AI and automated support agents. Oversee bot logic, natural language understanding tuning, and seamless hand‑offs to live agents.
Quality & Analytics Integration: Collaborate with the Quality Team to use AI‑driven analytics (e.g., sentiment analysis, auto‑QA) to identify coaching trends and improve CSAT/QA scores.
Cross‑Functional Liaison: Serve as the technical "translator" between Support Enablement and IT/Network teams to ensure telephony stability and Salesforce integrations.
Assist with the management of other Customer Support software systems such as remote desktop tools.
Process Optimization: Analyze traffic patterns and system utilization data to recommend improvements for agent productivity and reduced customer effort.
Documentation & Governance: Maintain rigorous documentation of all system configurations, script logic, and AI prompt libraries to ensure business continuity.
Vendor Management: Work closely with the VP of Customer Support to manage the relationship and technical roadmap with CX technology vendors and consultants.

Education And Experience

Education: Bachelor’s Degree in Computer Science, Information Systems, Engineering, or a related technical field.
Technical Experience: 3–5 years of experience in Contact Center as a Service (CCaaS) administration.
Specialized Knowledge: Proven experience with NICE CXOne Studio Scripting is required. Experience with the MPower Suite (Enlighten AI, WFM, Analytics) is highly preferred.
AI/Automation: Experience or a strong aptitude for implementing AI agents, LLMs, or automated workflows within a customer service environment.
Industry Knowledge: Knowledge of laboratory procedures or veterinary workflow is a plus.

Knowledge, Skills And Abilities

Analytical Problem Solving: Ability to troubleshoot complex logic within IVR scripts and API integrations with an "outside the box" mindset.
Strategic Communication: Summarize complex technical issues and AI performance data for senior leaders.
Adaptability: Quick learner who can keep pace with the rapid evolution of Generative AI and CCaaS features.
Empathy‑Driven Design: Prioritizes the human experience in technical systems.
Leadership in Communication: Inspires action toward customer needs across all communication modes.
Multi‑Tasking: Effectively shift attention between various tasks, team needs, and business demands.
Prioritization: Focus on high‑impact workflow demands and delegate as appropriate.
Customer Complaint Management: Resolve customer complaints through problem solving and cross‑functional partnership.
Organizational Skills: Strong analytical, problem‑solving, active listening, and detailed record‑keeping.
Technical Reading: Read, analyze, and interpret scientific and technical information.
Issue Response: Promptly respond to inquiries or complaints from customers, coworkers, or other individuals.
Presentation Skills: Effectively present information and answer questions from managers, customers, and the public.
Professional Demeanor: Maintain a calm, empathetic, and professional attitude while maintaining a strong customer focus.
Team Collaboration: Work independently and cooperatively, understanding workloads of various Customer Support teams.
Computer Proficiency: Comfortable with various computer and technological applications and learns new applications easily.

Travel

Travel may be required on occasion up to 10% of the time.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. They frequently sit for extended periods, stand, walk, and reach with hands and arms. They frequently are required to hear and speak to use the telephone, make presentations, and communicate with people in an office or virtual environment. Occasionally they must sit and stoop, bend, kneel, or crouch, and may lift or move up to 15 pounds. The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate is required to use a computer, spreadsheets, database management, email, video conferencing, and the Internet. The associate frequently uses a calculator, fax, copy machine, and phone system. Occasionally they use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. The environment may contain pets.

Benefits

Benefits eligibility is based on employment status.