Sr Manager Contact Center AI and Automation

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

The Senior Manager, Contact Center AI & Automation reports to the Vice President, Call Center and owns execution and implementation of AI virtual agents across voice and digital customer journeys. Working closely with external technology vendors and internal Technology, Data, Operations, Legal, Privacy, Security, and brand teams, this role turns priority use cases into reliable, scalable production solutions.
This is a hands-on delivery role for an experienced virtual-agent leader. The successful candidate combines conversation design, technical integration, vendor management, testing, analytics, and change leadership to increase autonomous resolution while protecting customer experience, data, and brand standards.

Key Responsibilities

• Own implementation of voice and digital AI virtual agents from use-case definition and vendor configuration through integration, testing, launch, and optimization.
• Manage external AI and contact center technology vendors, including plans, deliverables, dependencies, service levels, issue resolution, and implementation quality.
• Design virtual-agent conversations, intents, prompts, business rules, knowledge content, authentication, transactions, and escalation paths that produce accurate and natural customer experiences.
• Coordinate integrations with CCaaS, telephony, CRM, scheduling, payment, knowledge, analytics, and other back-end platforms.
• Build test strategies and acceptance criteria covering functionality, model quality, safety, latency, accessibility, security, compliance, and seamless transfer to human agents.
• Establish release, monitoring, incident, and change-control practices with vendors and internal partners to support stable production operations.
• Measure containment, autonomous resolution, task completion, escalation, abandonment, conversion, customer satisfaction, accuracy, latency, and cost per interaction.
• Analyze conversation data, failure modes, customer feedback, and agent escalations to improve prompts, flows, knowledge, integrations, and model performance.
• Maintain responsible AI controls for privacy, security, transparency, testing, documentation, human oversight, and regulatory compliance.
• Create implementation roadmaps, status reporting, decision materials, playbooks, and launch communications for executives, brands, operations teams, and support partners.

Qualifications

The Senior Manager, Contact Center AI & Automation brings substantial hands-on experience implementing production virtual agents and managing the vendors, integrations, controls, and optimization required to scale them.

• 5+ years of contact center experience, including implementing conversational AI, contact center automation, or related customer-experience technology, with extensive direct experience delivering voice and digital virtual agents.
• Demonstrated ownership of multiple virtual-agent implementations from discovery and design through integration, testing, production launch, and continuous optimization.
• Deep knowledge of conversation design, natural-language understanding, large language models, retrieval and knowledge grounding, prompt design, context management, and human escalation.
• Experience integrating virtual agents with CCaaS, telephony, CRM, APIs, authentication, knowledge bases, analytics, and transactional systems.
• Strong vendor and implementation management experience, including requirements, statements of work, delivery plans, acceptance criteria, risks, and performance management.
• Proficiency with virtual-agent analytics, model evaluation, test automation, conversation review, and KPI-driven optimization.
• Working knowledge of responsible AI, data privacy, information security, model risk, accessibility, compliance, and production monitoring.
• Ability to translate business requirements into technical and conversational designs and communicate clearly with executives, operators, engineers, and vendors.
• Contact center, franchise, multi-brand, home services, or consumer services experience preferred.
• Bachelor’s degree in business, technology, engineering, data, or a related field required; equivalent relevant experience may be considered.