🛠 Tech Stack

💼 About This Role

You'll be the strategic bridge between engineering and contact center operations, as the CCAI Operations Specialist at GFiber. You'll drive the AI roadmap, define CX vision, and ensure solutions deliver measurable value. This role sits within the Contact Center Operations team, acting as the Business Owner for AI initiatives.

🎯 What You'll Do

• Lead end-to-end CCAI roadmap prioritizing features by ROI and agent efficiency.
• Serve as primary liaison between Engineering, Genesys partners, and Channel Operations.
• Elevate customer and agent journey by auditing AI-to-live-agent handoff frameworks.
• Monitor CCAI system performance and lead troubleshooting for operational disruptions.

📋 Requirements

• 8+ years experience in Contact Center Operations
• Deep understanding of agent workflows, telephony platforms (e.g., Genesys Cloud), and CX metrics.
• Prior work experience with AI technologies (Natural Language Understanding, Sentiment Analysis, or Agent Assist tools).

✨ Nice to Have

• Experience with Google Cloud CCAI
• Experience with Genesys IVR/Genesys Pure Cloud Platform
• Familiarity with Agile development methodologies

🎁 Benefits & Perks

• 💰 Bonus
• 💰 Cash award
• 🏖️ Benefits

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter phone screen· 30 min
2. 2Technical interview· 60 min
3. 3Hiring manager interview· 45 min