Remote CCaaS & AI Operations Lead

Nymbus; Jacksonville (FL); Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Remote work environment

401(k) plan

Flexible time-off

Equity eligibility

Job summary

Nymbus is seeking an Operational Readiness Manager to own the CCaaS platform, IVR architecture, and AI-enabled experiences for multiple financial clients. You will design, build, and govern configurations across a multitenant DXC environment while collaborating with clients and vendors.

You will lead end-to-end readiness for new implementations, ensure security/compliance, and drive operational excellence across digital forms, knowledge management, and agent interactions.

Qualifications

• 5+ years of experience in contact center operations, platform administration, or a closely related technical operations field.
• Bachelor's Degree in Computer Science, Information Systems, or a related field.
• Ownership of a multi-tenant contact center or enterprise platform, including configuration, release management, and incident response.
• Experience managing vendor relationships and escalation of defects or service issues.
• Strong written communication skills and ability to translate client requirements into system configuration.
• Ability to work independently and lead others.

Responsibilities

• Own CCaaS platform administration, configuration, and operational integrity across DXC client environments.
• Design routing, IVR, and agent capacity profiles; govern configuration changes across a shared multitenant environment.
• Own incident response, conduct root-cause analyses, and drive corrective actions to closure.
• Develop and maintain IVR scripts, call flows, and knowledge management for clients.
• Build and maintain conversational and agentic AI solutions across DXC environments.
• Manage vendor relationships and drive performance, issues, and escalations.
• Own client readiness for new launches and ensure compliance with privacy and security standards.

Skills

5+ years in contact center ops

Vendor management

Technical leadership

Education

Bachelor's in CS / Info Systems

Tools

NICE CXone

CCaaS platforms

JavaScript

DocuSign / digital forms

Job description

Nymbus is seeking an Operational Readiness Manager to own the CCaaS platform, IVR architecture, and AI-enabled experiences for multiple financial clients. You will design, build, and govern configurations across a multitenant DXC environment while collaborating with clients and vendors.

You will lead end-to-end readiness for new implementations, ensure security/compliance, and drive operational excellence across digital forms, knowledge management, and agent interactions.