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Senior Director Analyst, Customer Service and Support – Agentic AI Expert
Location
Texas
Posted
3 days ago
Salary
$172K - $202.5K / year
Seniority
Senior
Job Description
Job Requirements
- Demonstrated experience with Agentic AI solutions, including the application of autonomous or semi-autonomous AI agents and advanced GenAI-powered conversational AI, specifically in customer service and support settings
- Subject matter expertise, with demonstrated knowledge of customer service and support Agentic AI use cases and implementation, and automating customer service interactions and processes
- Experience with Agentic AI offerings from vendors such as Salesforce, Genesys, NiCE, AWS, Five9, Microsoft, ServiceNow, etc.
- Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
- 12+ years of relevant function experience
- Executive presence; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences
- Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
- Experience working with customer service and support technology vendors
- Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
- Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
- Demonstrated excellence in research writing ability, and a desire to write for business leader consumption.
- Expertise in managing complex research projects and/or programs.
Benefits
- Generous PTO
- 401k match up to $7,200 per year
- Opportunity to purchase company stock at a discount
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