Systems Enablement Manager, Customer Service

📋 Description

• Own and maintain all agent-facing tools; automate agent and customer workflows; AI governance.
• Design and own client and agent tools: CRMs, cloud telephony, chat, email, AI assistants, KBs.
• Create automations for internal tools (CRM, custom-built apps, communication platforms and servicing data).
• Uphold tool uptime and maintenance, including during emergencies.
• Optimize agent workflows for HTS products and initiatives; explore new tools.
• QA automations to prevent mistakes during rollout and after deployment.

🎯 Requirements

• Strong understanding of contact centres, live support tools, and agent behaviours.
• Excellent computer skills; eager to use AI to automate workflows with data-driven approach.
• Empathy, patience and exceptional attention to detail.
• Remote work experience with quiet space, reliable internet, backup location.
• Commitment to continuous growth and learning.
• Experience in a technical role (Software QA, Junior Engineer, etc.).