Manager of Support Technology & AI

Job Purpose/Overview

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 collaborates 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. The role focuses on building a future‑ready support ecosystem that prioritizes the human experience, driving associate engagement and customer retention through technical innovation.

Target Pay Range for this position is $99,000 - $124,000 annually. Pay decisions use factors such as relevant job‑related skills, experience, education, training and budget.

• CXOne Platform Architecture: 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. Support the configuration and ongoing evolution of team‑specific contact routing, queues, skills, reporting, feedback mechanisms, and performance management tools.
• AI & Innovation Lead: Act as the primary Project Manager for the implementation of Agentic AI and automated support agents. Oversee bot logic, natural language understanding tuning, and seamless hand‑offs to live agents.
• Quality & Analytics Integration: Collaborate with the Quality Team to use AI‑driven analytics (e.g., sentiment analysis, auto‑QA) to identify coaching trends and improve CSAT/QA scores.
• Cross‑Functional Liaison: Serve as the technical "translator" between Support Enablement and IT/Network teams to ensure telephony stability and Salesforce integrations.
• Assist with the management of other Customer Support software systems such as remote desktop tools.
• Process Optimization:
  Analyze traffic patterns and system utilization data to recommend improvements for agent productivity and reduced customer effort.
• Documentation & Governance:
  Maintain rigorous documentation of all system configurations, script logic, and AI prompt libraries to ensure business continuity.
• Vendor Management:
  Work closely with the VP of Customer Support to manage the relationship and technical roadmap with CX technology vendors and consultants.

• Education:
  
  Bachelor’s Degree in Computer Science, Information Systems, Engineering, or a related technical field.
• Technical
  
  Experience:
  
  3–5 years of experience in Contact Center as a Service (CCaaS) administration.
• Specialized Knowledge:
  Proven experience with NICE CXOne Studio Scripting is required. Experience with the MPower Suite (Enlighten AI, WFM, Analytics) is highly preferred.
• AI/Automation:
  Experience or a strong aptitude for implementing AI agents, LLMs, or automated workflows within a customer service environment.
• Industry Knowledge:
  Knowledge of laboratory procedures or veterinary workflow is a plus.

• Analytical Problem Solving:
  Ability to troubleshoot complex logic within IVR scripts and API integrations with an "outside the box" mindset.
• Strategic Communication:
  Summarize complex technical issues and AI performance data for senior leaders.
• Adaptability:
  Quick learner who can keep pace with the rapid evolution of Generative AI and CCaaS features.
• Empathy‑Driven Design:
  Prioritizes the human experience in technical systems.
• Leadership in Communication:
  Inspires action toward customer needs across all…