GFiber
ContactCenterAI(CCAI)OperationsSpecialist
“Contact Center AI (CCAI) Operations Specialist at GFiber. Skills: CCAI roadmap, Business Requirement Documents (BRDs), liaison between Engineering, Genesys partners, and Channel Operations, customer and agent journey, CCAI system performance and health, troubleshooting efforts, technical resolutions, AI implementations. Lead the end-to-end CCAI roadmap by prioritizing features based on ROI, agent efficiency. own the development of Business Requirement Documents (BRDs)”
What You'll Achieve.
deliver measurable value to our agents and customers; ensure seamless communication, alignment on deliverables; solutions are built to scale alongside business growth
Industry & Context.
troubleshooting efforts for operational disruptions
This role is not eligible for immigration sponsorship.
What They're Looking For.
Must Have
8 years of experience in Contact Center Operations, Deep understanding of agent workflows, telephony platforms (e. g. , Genesys Cloud), and CX metrics, Prior work experience with the use of 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, Experience with machine learning and Natural Language Processing, presentation skills, Proven ability to lead by influence
What You'll Do.
Lead the end-to-end CCAI roadmap by prioritizing features based on ROI
own the development of Business Requirement Documents (BRDs)
Serve as the primary liaison between Engineering
and Channel Operations
Elevate the customer and agent journey by auditing "human-in-the-loop" frameworks
identifying opportunities to optimize the broader CCAI framework
Proactively monitor CCAI system performance and health
leading troubleshooting efforts for operational disruptions
acting as the lead liaison for technical resolutions
Ensure all AI implementations adhere to data security standards
and regulatory compliance
verifying that solutions are built to scale alongside business growth
How You'll Work.
Team & Collaboration
strategic bridge between our technical engineering teams and our frontline contact center operations; liaison between Engineering, Genesys partners, and Channel Operations; ensure seamless communication, alignment on deliverables; acting as the lead liaison for technical resolutions
Communication Scope
presentation skills
Process & Methodology
prioritizing features based on ROI, agent efficiency
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