Sr. Director, CX Automation & AI (AI)

TL;DR

Sr. Director, CX Automation & AI (CCaaS/AI): Leading the transformation of the customer experience center through the implementation of a unified omni-channel CCaaS platform with an accent on AI and automation. Focus on defining the strategic roadmap, optimizing subscriber journeys, and reducing friction through conversational AI and agent assist tools.

Location: Hybrid in Boston, MA (office attendance required 2 core days per week)

Salary: $241,600 – $354,300 per year

Company

A high-tech home security company dedicated to keeping every home secure through innovation and a collaborative, no-ego culture.

What you will do

• Own the overall vision and delivery of AI and automation capabilities for the CX center.
• Define key metrics, financial commitments, and an operating model for continuous performance improvement.
• Establish a prioritization framework for automation initiatives based on measurable ROI.
• Optimize channel strategy and self-help capabilities to improve containment and reduce churn.
• Drive the agent assist enablement strategy to empower frontline teams and reduce workflow friction.

Requirements

• Hands-on experience with CCaaS stacks such as Google CCAI, Amazon Lex, or similar.
• Deep technical understanding of conversational AI, NLU, intent design, and containment optimization.
• Proven ability to build and defend complex business cases and translate investments into cost/revenue outcomes.
• Experienced with P&L accountability.
• Strong leadership track record in building and developing teams from scratch.

Culture & Benefits

• Mission-driven environment with a focus on professional growth and inclusivity.
• Comprehensive total rewards package including medical, retirement, and lifestyle benefits.
• Free hirify.global system and professional monitoring for your home.
• Access to Employee Resource Groups (ERGs) for networking and mentorship.
• Flexible hybrid work model balancing office collaboration and home work.