Customer Care Systems Lead (AI)

TL;DR

Customer Care Systems Lead (CX Systems/AI): Designing and optimizing CX metrics, AI integration, and voice platform configurations to enhance mental healthcare delivery with an accent on data-driven operational recommendations and IVR optimization. Focus on driving AI tool adoption, diagnosing system root causes, and scaling technical CX infrastructure.

Location: Remote (Must be based in the US)

Salary: $99,280–$146,000

Company

hirify.global is a Series D company building a comprehensive mental healthcare system to make therapy affordable and accessible by automating insurance administration.

What you will do

• Design and evolve dashboards tracking routing accuracy, system uptime, and tool utilization to provide operational recommendations.
• Lead AI adoption across the CX team, measuring impact and driving agent enablement through change management.
• Configure and optimize voice/telephony platforms, including IVR design, intelligent call routing, and voice bot scripting.
• Partner with Engineering, IT, and Product teams to translate business requirements into scalable technical configurations.
• Manage end-to-end technical programs from scoping and vendor alignment through deployment and post-launch measurement.
• Identify system, analytics, and process gaps to build business cases and drive improvements into production.

Requirements

• 3–5+ years of experience in CX operations, analytics, or systems.
• Experience configuring voice/telephony platforms such as Five9, Genesys, Twilio, or Amazon Connect.
• Proven track record of deploying AI tools in a CX context with measurable adoption metrics.
• Proficiency in pulling and presenting data using SQL, Looker, Tableau, or Metabase.
• Must be authorized to work in the US (E-Verify participant).

Culture & Benefits

• Competitive compensation including equity grants and base salary.
• Comprehensive health, dental, and vision coverage with HSA/FSA options.
• Financial security through 401K and ownership opportunities.
• Work-from-home stipend and therapy reimbursement.
• 16-week parental leave and Carrot Fertility annual membership.
• Flexible PTO and 13 paid holidays, including a dedicated holiday break between December 25th and 31st.