Manager, Support Technology – AI

Job not on LinkedIn

🔥 9 minutes ago

🏄 California, Colorado, +1 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote

💵 $99k - $135k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 Artificial Intelligence

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Mars

WebsiteLinkedInAll Job Openings

10,000+ employees

🍽️ Food & Beverage

🏭 Manufacturing

👥 B2C

💰 Debt financing on 2025-04

Food & Beverage • Manufacturing • B2C

Mars is a global, family-owned manufacturer of confectionery, snacks, food and petcare products. For more than a century it has developed and marketed well-known consumer brands (chocolate, gum, mints, fruity confections), operates a large pet nutrition, health and veterinary services business, and provides food & nutrition products used in everyday meals. The company emphasizes sustainability (its Sustainable in a Generation plan), community and scientific investment (Mars Impact Fund), and is investing heavily in manufacturing and supply-chain capacity across markets. Mars serves consumers and pets in 100+ countries and reports tens of thousands of associates globally.

📋 Description

• Lead the technical administration of the NICE CXone environment • Design, write, and maintain complex Studio Scripts for call routing, IVR logic, data orchestration, and agent workflows • Configure and evolve contact routing, queues, skills, reporting, feedback mechanisms, and performance management tools • Serve as primary Project Manager for Agentic AI and automated support-agent implementations • Oversee bot logic, NLU tuning, and handoffs to live agents • Collaborate with the Quality Team on AI-driven analytics such as sentiment analysis and auto-QA • Liaise between Support Enablement and IT/Network teams on telephony stability and Salesforce integrations • Assist with other Customer Support software systems, including remote desktop tools • Analyze traffic patterns and system utilization to improve agent productivity and reduce customer effort • Maintain documentation for system configurations, script logic, and AI prompt libraries • Manage technical relationships and roadmaps with CX technology vendors and consultants • Transform complex data into improved support experiences and “Stand-Out Moments” for veterinary partners

🎯 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 with the MPower Suite, including Enlighten AI, WFM, and Analytics, is highly preferred • Experience or strong aptitude implementing AI agents, LLMs, or automated workflows in a customer service environment • Knowledge of laboratory procedures or veterinary workflow is a plus • Ability to troubleshoot complex IVR-script logic and API integrations • Ability to summarize technical issues and AI performance data for senior leaders • Ability to learn rapidly evolving Generative AI and CCaaS features • Strong organizational, analytical, problem-solving, communication, and active listening skills • Ability to prioritize workflow demands, delegate tasks, and manage customer complaints • Ability to read, analyze, and interpret scientific and technical information • Ability to use computer applications, spreadsheets, database management, email, video conferencing, and the Internet • Ability to work independently and cooperatively in a corporate office or virtual environment • Ability to maintain accurate and thorough customer-interaction records • Must occasionally lift and/or move up to 15 pounds • Travel may be required up to 10% of the time

🏖️ Benefits

• Paid Time Off & Holidays • Medical, Dental, Vision (Multiple Plans Available) • Basic Life (Company Paid) & Supplemental Life • Short and Long Term Disability (Company Paid) • Flexible Spending Accounts/Health Savings Accounts • Paid Parental Leave • 401(k) with company match • Tuition/Continuing Education Reimbursement • Life Assistance Program • Pet Care Discounts • Up to 10% travel may be required on occasion