Manager of Support Technology & AI

Job Purpose / Overview

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles:
Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Target Pay Range: $99,000 - $124,000 annually.

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.

• 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. 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.
• AI & Innovation Lead:
  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.
• Quality & Analytics Integration:
  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.
• Cross‑Functional Liaison:
  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.
• 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.

• 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 (Enlighten AI, WFM, Analytics) is highly preferred.
• Experience or a strong aptitude for implementing AI agents, LLMs, or automated workflows within a customer service environment.
• Knowledge of laboratory procedures or veterinary…