Tools Admin

Concentrix; Sacramento (CA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Paid Learning Days

Job summary

Concentrix is seeking an AI Transformation & Platform Administrator to support Customer Care AI products and transformation initiatives in Fountain Valley, CA. You will translate operational needs into solution concepts, configure AI-enabled platforms, and maintain prompts, templates, and knowledge resources for approved use cases.

The role requires hands-on administration, testing, documentation, and collaboration with stakeholders, vendors, and technology teams to deliver reliable,

Qualifications

• Experience with AI-enabled customer care capabilities and platforms.
• Ability to translate operational needs into workflows, use cases, and requirements.
• Hands-on ability to create, test, refine, document prompts, templates, and libraries for approved use cases.

Responsibilities

• Lead discovery sessions with stakeholders to define AI-enabled workflows.
• Configure and administer approved Customer Care AI platforms and prompts.
• Test, document, and optimize AI capabilities for reliability and compliance.
• Collaborate with tech teams and vendors to resolve issues.
• Create acceptance criteria, test data, and support UAT and deployment.

Skills

AI platforms

Agent Assist

Workflow design

Documentation

Testing

Stakeholder collaboration

Release management

Prompt engineering

Tools

Salesforce

Cresta

Microsoft Copilot Studio

CRM

Job description

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.ResponsibilitiesFacilitate 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; escalate 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.QualificationsExperience 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#ConcentrixPhysical 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.For more information regarding your EEO rights as an applicant, please visit the following websites:· English· SpanishAccommodation: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.Artificial Intelligence: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