Tools Admin

CNX; California; On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Job summary

Concentrix is seeking an AI Transformation & Platform Administrator. You will administer AI-enabled platforms like Salesforce and Cresta, design workflows, and configure prompts for customer care.

The role requires collaboration with stakeholders, vendors, and technical teams to enable practical, well-documented AI solutions. You will test, document, and maintain AI prompts, knowledge libraries, and guided workflows while ensuring compliance and quality.

Qualifications

• Translate operational needs into workflows and use cases.
• Define functional requirements, acceptance criteria, and reporting needs.
• Hands-on with prompts, templates, and AI configurations.

Responsibilities

• Administer designated Customer Care AI platforms and users.
• Test, document, and optimize AI-enabled solutions.
• Collaborate with stakeholders, vendors, and tech teams.
• Maintain inventories, release notes, and audit evidence.
• Assist with UAT, demonstrations, and training materials.

Skills

Workflow translation

User stories

Requirements & acceptance criteria

Testing mindset

Documentation & prompts

Tools

Salesforce

Cresta

Agent Assist

Generative AI

CRM/Knowledge management

Job description

Job Title:

Tools Admin

Job Description

We’re Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as “World’s Best Workplaces,” “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

The AI Transformation & Platform Administrator supports Customer Care AI products and transformation initiatives. This hands-on business technology role translates operational needs into solution concepts, future-state workflows, design documentation, and configurable AI capabilities.

In this role, you will help administer, test, document, and optimize approved AI-enabled platforms and business-managed capabilities, including Salesforce, Cresta, Agent Assist, generative AI, knowledge recommendations, guided workflows, and interaction summarization. You will partner closely with stakeholders, technology teams, vendors, and business users to enable practical, well-documented AI solutions that improve customer care experiences.

This role is onsite five days a week in Fountain Valley, California , partnering closely with customer care stakeholders, technology teams, vendors, and business users to support practical, well-documented AI solutions that improve customer care experiences.

Responsibilities

• Facilitate discovery sessions, stakeholder interviews, and process reviews to understand operating needs, pain points, controls, and desired outcomes.
• Translate business needs into solution concepts, current- and future-state workflows, use cases, user stories, functional requirements, acceptance criteria, and reporting needs.
• Apply contact center and AI capability knowledge to identify practical uses of approved tools, including configuration options, constraints, dependencies, and gaps requiring vendor or technology-team support.
• Maintain requirements traceability, assumptions, decisions, approvals, and change records; support demonstrations, prototypes, and solution walkthroughs.
• Perform authorized business administration for designated Customer Care AI platforms, including approved users, roles, permissions, settings, workflow parameters, and administrative controls.
• Create, test, refine, document, and maintain AI prompts, instructions, reusable templates, and prompt libraries for approved use cases.
• Configure approved business-managed capabilities, including Agent Assist guidance, interaction summaries, knowledge recommendations, guided workflows, next-best actions, and related business rules.
• Validate AI outputs for accuracy, consistency, relevance, and alignment with requirements; elevate model, integration, security, or technical issues to the appropriate owner.
• Maintain configuration inventories, procedures, release notes, support documentation, and audit evidence.
• Partner with technology teams and vendors when elevated technical work is required.
• Escalate access, control, training, process, or compliance exceptions, while supporting consistency across BPO administrators and approved brand or site-specific needs.
• Gather customer impact, business value, effort, risk, readiness, and dependency information for manager review.
• Track actions, testing outcomes, adoption indicators, and operational impacts.
• Prepare and execute business test scenarios, test data, expected results, and acceptance criteria; document defects and coordinate retesting.
• Support user acceptance testing, demonstrations, release readiness, deployment, stabilization, knowledge updates, training materials, communications, and user enablement.
• Monitor utilization, output quality, workflow adherence, user feedback, and operational issues.
• Recommend prompt, configuration, workflow, or process improvements to strengthen AI-enabled customer care outcomes.

Qualifications

• Experience supporting business technology, AI-enabled platforms, contact center tools, or customer care transformation initiatives.
• Ability to translate operational needs into workflows, use cases, user stories, functional requirements, acceptance criteria, and reporting needs.
• Familiarity with AI-enabled customer care capabilities such as Agent Assist, interaction summaries, knowledge recommendations, guided workflows, next-best actions, conversational AI, virtual assistants, self-service, routing, automation, or generative AI.
• Hands-on ability to create, test, refine, document, and maintain prompts, instructions, templates, and prompt libraries for approved business use cases.
• Understanding of business administration activities such as user access, roles, permissions, settings, workflow parameters, configuration inventories, release notes, and audit evidence.
• Strong testing mindset, including the ability to prepare test scenarios, define expected results, document defects, support UAT, and coordinate retesting.
• Ability to validate AI outputs for accuracy, consistency, relevance, and alignment with business requirements.
• Strong documentation and communication skills, with the ability to support demos, prototypes, solution walkthroughs, release readiness, training materials, and user enablement.
• Ability to collaborate with stakeholders, BPO administrators, technology teams, vendors, and business users to support successful implementation and adoption.
• Familiarity with platforms and solutions such as Salesforce Agentforce, Salesforce-integrated AI, Cresta Agent Assist, Cresta coaching, Cresta knowledge, conversation intelligence, Microsoft Copilot Studio, approved generative AI, CRM, telephony, case management, workforce, quality, reporting integrations, knowledge management, generative search, and guided workflows.
• Ability to recognize when model, integration, security, access, control, process, training, or compliance issues require escalation to the appropriate owner.
• Comfort working in a role focused on business administration, no-code configuration, prompt design, testing, documentation, and optimization, rather than enterprise architecture, coding, integrations, security ownership, funding, roadmap decisions, or final production approval.

The base salary for this position is $120,000-$140,000 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

The deadline to apply for this position is: 10/19/2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.

As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.

#LI-Onsite

#Concentrix

Location:

USA, CA, Work-at-Home

Language Requirements:

Time Type:

Full time

Physical and Mental Requirements

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [e-mail]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE