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Open nowPosted 10 hours ago

Sr Manager Contact Center AI and Automation

authority107 open roles

Where
Authority Brands Atlanta Office, 200 Galleria Parkway SE, Atlanta, Georgia, United States of America
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Your applicationOpen nowSr Manager Contact Center AI and Automationauthority · Authority Brands Atlanta Office, 200 Galleria Parkway SE, Atlanta, Georgia, United States of America

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The clock on this job

Early applications get read.

12.9% of postings close within 7 days. Measured by our own scanner across the market. authority postings stay open a median of 20 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 12.9%7 days
  4. 21.0%14 days
  5. 35.6%30 days
  6. 58.5%60 days
This job: posted 10 hours ago

authority median: 20 days open

The posting

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.

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