Product Adoption Expert - Contact Center

Location: Remote, United States

Salary: $76,800–$186,200 base salary per year, with potential bonus and equity value.

Company

hirify.global operates an AI-powered job matching and application review platform; this position is listed on behalf of a partner company.

What you will do

• Advise contact center customers on routing and IVR design, omnichannel workflows, agent and supervisor experiences, workforce management, quality management, and AI-assisted capabilities.
• Lead customer calls, workshops, office hours, workflow clinics, deep dives, training sessions, and other adoption programs.
• Support migrations from competing contact center platforms by addressing feature gaps, workflow translation, implementation challenges, and change-management needs.
• Partner with Customer Success, Onboarding, Product, Marketing, Enablement, and General Management teams across implementation, launch, adoption, renewal, and expansion stages.
• Create scalable playbooks, configuration guides, success plans, webinars, micro-learning content, migration materials, and workflow catalogs.
• Track adoption metrics, provide product feedback, reduce repetitive support needs, and help improve customer retention and expansion.

Requirements

• Hands-on experience configuring, administering, implementing, or driving adoption of contact center or unified communications platforms.
• Experience with platforms such as RingCentral, Dialpad, Amazon Connect, NICE inContact/CXone, Five9, Genesys, Talkdesk, or comparable CCaaS solutions.
• Knowledge of routing, IVR, omnichannel queues, workforce management, quality management, and agent and supervisor workflows.
• Experience supporting contact center migrations and managing operational and change-management challenges for frontline teams.
• Strong customer-facing communication, presentation, workshop facilitation, problem-solving, project management, and organizational skills.
• Ability to translate technical functionality into practical guidance and create clear, scalable enablement materials while managing multiple priorities independently.

Culture & Benefits

• Remote work with a United States-based arrangement.
• Comprehensive benefits supporting physical, mental, emotional, and financial well-being.
• Flexibility and benefits designed to support work-life balance.
• Professional growth opportunities in a collaborative, technology-focused environment.
• Cross-functional exposure to contact center technology, AI-assisted capabilities, integrations, and evolving customer experience solutions.
• Potential bonus and equity value in addition to base salary.

Hiring process

• hirify.global uses an AI-powered matching process to review applications against the role's core requirements.
• Shortlisted candidates are shared with the hiring company, which manages interviews, assessments, and subsequent steps.