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salesforce ai chatbots genesys five9📋 Description
- Develop and execute a digital-first contact center strategy.
- Lead automation and AI initiatives (chatbots, virtual agents, analytics).
- Oversee global BPO vendor relationships and SLAs.
- Establish KPIs and reporting for continuous improvement.
- Build and mentor high-performing, customer-centric teams.
- Collaborate with IT, CX, and Product for 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/AI experience in customer service.
- Extensive experience managing BPO vendors/global teams.
- Strong analytical, strategic thinking, and PM skills.
- Excellent communication, negotiation, and interpersonal skills.
🎁 Benefits
- Base salary $185k-$195k with annual bonus eligibility.
- Medical, dental, vision, wellness coverage.
- 401(k) matching and financial planning options.
- Unlimited PTO and generous parental leave.
- Work from anywhere option.
- Competitive benefits and market alignment.
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