Manager, Customer Service (SaaS/AI)

Location: USA - Richardson, TX. Hybrid telecommuting is permitted pursuant to company policy.

Salary: $214,386.00–$321,579.00 per year

Company

hirify.global provides AI, cloud, and digital software for customer experience, financial crime prevention, and public safety to global enterprises.

What you will do

• Lead end-to-end deployment of large-scale SaaS platforms across enterprise contact centers.
• Oversee CRM, cloud telephony, Workforce Management, and Quality Management integrations and optimization.
• Design omnichannel customer service workflows across voice, chat, email, and social channels.
• Lead chatbot, conversational AI, and machine-learning-based service automation initiatives.
• Partner with Product, Engineering, Customer Success, and enterprise customers to improve adoption, CSAT, resolution time, and retention.
• Manage and mentor technical engineers across North America, the EU, and APAC, including hiring, coaching, and performance management.

Requirements

• Master’s degree or foreign equivalent in Information Systems, Computer Science, or a related field.
• At least 5 years of experience in the offered role or a related occupation.
• Experience in Service, Customer Success, or contact center industries and leading large-scale enterprise SaaS deployments.
• Experience with Zendesk, Salesforce, Amazon Connect, voice and telephony platforms, and contact center WFM and QM systems.
• Experience deploying conversational AI, chatbots, customer service automation, and self-service workflows.
• Experience managing global teams, project management, stakeholder management, and cross-functional collaboration.

Culture & Benefits

• Hybrid telecommuting is available under company policy.
• Work with AI, cloud, and digital customer experience technologies.
• Collaborate across North America, the EU, and APAC.
• Equal opportunity employment is provided.