Manager of Support Technology & AI

Antech•Loveland, CO

3d•$99,000 - $124,000•Hybrid

About The Position

The Manager of Support Technology & AI delivers on the Antech Customer Service vision of unwavering commitment to empathetic and caring veterinary diagnostic support through the strategic orchestration of world-class technology. Reporting to the Director of Support Enablement, this role is the technical heartbeat of our customer-facing infrastructure, responsible for the architecture, logic, and continuous evolution of the NICE CXone MPower Suite, Splashtop remote desktop, and the integration of Agentic AI solutions. This individual works at the intersection of technical engineering and operational excellence, ensuring our communication systems are as compassionate as they are efficient. The Manager will collaborate with leaders across the Antech Organization to transform complex data into "Stand-Out Moments" for our veterinary partners. By leveraging advanced Studio scripting, AI-driven data, and seamless CRM integrations, they empower our frontline associates with the tools needed to provide industry-leading diagnostic support. This role focuses on building a future-ready support ecosystem that prioritizes the human experience, driving associate engagement and customer retention through technical innovation.

Requirements

Bachelor’s Degree in Computer Science, Information Systems, Engineering, or a related technical field.
3–5 years of experience in Contact Center as a Service (CCaaS) administration.
Proven experience with NICE CXOne Studio Scripting is required.
Experience or a strong aptitude for implementing AI agents, LLMs, or automated workflows within a customer service environment.
Ability to troubleshoot complex logic within IVR scripts and API integrations with a "outside the box" mindset.
Ability to summarize complex technical issues and AI performance data for senior leaders in the Support Enablement department.
A quick learner who can keep pace with the rapid evolution of Generative AI and CCaaS features.
A unique ability to build technical systems that prioritize the human experience and Antech’s "Stand-Out Moments" culture.
Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs.
Ability to effectively shift attention between various tasks, team needs, and business demands.
Must be able to prioritize workflow demands by focusing on those of highest impact and delegating those that can be handled by others to empower and provide differentiated development experience.
Ability to manage customer complaints through problem solving and cross-functional partnership.
Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.
Ability to read, analyze, and interpret scientific and technical information.
Ability to promptly respond to inquiries or complaints from customers, co-workers, or other individuals.
Ability to effectively present information and respond to questions from managers, customers, and the general public.
Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
Is available to and works both independently and cooperatively with associates.
Understands the workload of the various Customer Support teams and strives to provide balance between all members of the team.
Ability to work in a corporate environment where daily client interaction is over the phone and at the computer.
Ability and diligent willingness to enter and maintain accurate and thorough records and notes on each customer interaction, including selection of various categorical designations used for post-sale analytical reports and evaluations.
Demonstrates ease in use of various computer and technological applications and learns new applications easily.

Nice To Haves

Experience with the MPower Suite (Enlighten AI, WFM, Analytics) is highly preferred.
Knowledge of laboratory procedures or veterinary workflow is a plus.

Responsibilities

Lead the technical administration of the NICE CXone environment.
Design, write, and maintain complex Studio Scripts to optimize call routing, IVR logic, data orchestration, and agent workflows.
Directly support the configuration and ongoing evolution of team-specific contact routing, queues, skills, reporting, feedback mechanisms, and performance management tools to ensure the platform effectively meets the operational needs of all Customer Support teams on the CXone platform.
Act as the primary Project Manager for the implementation of Agentic AI and automated support agents.
Oversee the development of bot logic, natural language understanding (NLU) tuning, and seamless hand-offs to live agents, and assist with interactions with firms and contractors when needed.
Collaborate with the Quality Team to leverage AI-driven analytics (e.g., sentiment analysis, auto-QA) to identify coaching trends and improve CSAT/QA scores.
Serve as the technical "translator" between the Support Enablement department and the IT/Network teams to ensure telephony stability and CRM (Salesforce) integrations.
Assist with the management of other Customer Support software systems, such as remote desktop tools.
Analyze traffic patterns and system utilization data to recommend improvements for agent productivity and reduced customer effort.
Maintain rigorous documentation of all system configurations, script logic, and AI prompt libraries to ensure business continuity.
Work closely with the VP of Customer Support to manage the relationship and technical roadmap with CX technology vendors and consultants.