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salesforce ai chatbots nice genesys📋 Description
- Develop a global contact center strategy with digital transformation, automation, and AI.
- Lead automation and AI implementations (chatbots/virtual agents) to cut costs and boost CX.
- Oversee global BPO vendor relationships, SLAs, and compliance.
- Establish KPIs and dashboards to drive continuous improvement.
- Build and mentor high-performing cross-functional teams.
- Collaborate with IT, CX, and Product on integrated solutions.
🎯 Requirements
- Bachelor’s degree in Business/Operations/IT; Master’s preferred.
- 10+ years in contact center ops; 5+ years in senior leadership.
- Proven automation and AI deployments in customer service.
- Experience managing BPO vendors and global teams.
- Strong analytical, strategic thinking, and PM skills.
- Excellent communication and negotiation abilities.
🎁 Benefits
- Base salary: $185,000-$195,000; annual bonus eligibility.
- Benefits: medical, dental, vision, wellness, 401(k) matching, unlimited PTO.
- Work from anywhere; generous parental leave and more.
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