Senior AI Contact Center & Automation Leader

Brothers Lawn Squad LLC; Atlanta (GA); Sur place; USD 150 000 - 210 000; Plein temps

Résumé du poste

Brothers Lawn Squad LLC seeks a Senior Manager, Contact Center AI & Automation to own and scale AI virtual agents across voice and digital journeys. You will work with vendors, internal teams, and executives to translate business use cases into production solutions that protect customer experience and security.

The role combines conversation design, technical integration, testing, analytics, and change leadership to increase autonomous resolution while maintaining brand standards.

Qualifications

• 5+ years in contact center, with hands-on AI virtual agents delivery.
• Ownership of multiple virtual-agent implementations from design to production.
• Deep knowledge of conversation design, LLMs, prompts, and context management.
• Experience integrating virtual agents with CCaaS, telephony, CRM, APIs and analytics.
• Strong vendor and project-management experience with SLAs and milestones.
• Proficiency in analytics, model evaluation, and KPI-driven optimization.

Responsabilités

• Own implementation of voice and digital AI agents from use-case to launch and optimization.
• Manage external AI vendors, plans, deliverables, dependencies, SLAs, and quality.
• Design conversations, intents, prompts, rules, content, authentication, and escalation.
• Coordinate integrations with CCaaS, telephony, CRM, scheduling, and analytics.
• Build test strategies and acceptance criteria for functionality, latency, and security.
• Establish release, monitoring, and change-control practices with partners.

Connaissances

Conversational AI

Conversation design

Vendor management

CCaaS integration

Test automation

KPI optimization

Privacy & security

Cross-functional leadership

Formation

Bachelor’s degree in business/tech/engineering/data

Description du poste

Brothers Lawn Squad LLC seeks a Senior Manager, Contact Center AI & Automation to own and scale AI virtual agents across voice and digital journeys. You will work with vendors, internal teams, and executives to translate business use cases into production solutions that protect customer experience and security.

The role combines conversation design, technical integration, testing, analytics, and change leadership to increase autonomous resolution while maintaining brand standards.