🛠 Tech Stack

💼 About This Role

You'll set the vision and execute the AI and automation roadmap for SimpliSafe's customer experience center. You'll enhance frontline workflows and drive measurable ROI through channel optimization and self-service capabilities. This role offers the opportunity to build a transformative capability from scratch.

🎯 What You'll Do

• Own the vision and delivery of automation roadmap
• Define metrics and financial commitments, and own delivery
• Establish prioritization framework for automation initiatives
• Drive channel optimization and agent assist enablement strategy

📋 Requirements

• Hands-on experience with CCaaS stack (Google CCAI, Amazon Lex)
• Deep understanding of conversational AI (Lex, DialogFlow, NLU, intent design)
• Proven ability to build a business case from scratch
• Experience with P&L accountability

✨ Nice to Have

• Experience with CCaaS and AI innovation in the industry
• Experience building and developing a team

🎁 Benefits & Perks

• 🏖️ Flexible hybrid work model
• 💰 Comprehensive total rewards package including bonus and equity
• 🏠 Free SimpliSafe system and professional monitoring
• 🤝 Employee Resource Groups (ERGs)

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical/Strategy Interview· 60 min
4. 4Leadership Interview· 60 min
5. 5Offer· 1 day