• Partner with business teams to identify automation opportunities, define clear requirements, and deliver solutions that improve internal and partner experiences. • Drive automations that shorten order-to-cash cycles, reduce manual touchpoints, and improve revenue accuracy and leakage prevention. • Measure, report, and communicate impact and ROI; gather stakeholder feedback and iterate to continuously improve solutions. • Test, deploy, and support automations in production; perform root-cause analysis and implement continuous improvements and incident remediation. • Lead end-to-end solution design and implementation using approved low-code/no-code platforms across Salesforce, EDI integrations, SAP ERP, and other business applications. • Architect and deploy advanced AI architecture patterns—including RAG, prompt engineering, agent orchestration, and secure API/tool integrations—ensuring scalability, observability, and governed data access. • Establish and enforce enterprise-grade governess and operational excellence: including testing, release management, monitoring, logging, access controls, and auditability for all automation and AI solutions.

Role Description - Proven track record of successfully implementing AI governance frameworks and supporting tools in large enterprise environments. - Deep knowledge of the EU AI Act and related AI regulations, with experience in risk classification of AI systems and ensuring enterprise compliance readiness. - Demonstrated ability to align AI governance with existing enterprise compliance frameworks (data protection, risk management, security) for integrated compliance. - Expertise in developing and executing AI governance policies and processes across the AI lifecycle (from design to deployment) to ensure responsible, transparent AI use. - Familiarity with AI governance tools and platforms for oversight, monitoring, and compliance (e.g., model inventory or risk management systems). - Solid understanding of AI/ML technologies and lifecycle; capable of assessing model performance, bias, and security risks to ensure robust AI solutions. - Excellent communication skills, able to clearly explain complex AI governance concepts to both technical and non-technical stakeholders. - Strong stakeholder engagement and cross-functional collaboration abilities, guiding teams across legal, IT, and business domains in governance efforts. - Analytical and strategic mindset, with strong problem-solving skills to navigate complex AI governance challenges and develop effective solutions. - Fluency in English (written and spoken) is required for effective communication and documentation. Company Description

Role Description 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. Qualifications - 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 workflow is a plus. Requirements - 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. - Act as the primary Project Manager for the implementation of Agentic AI and automated support agents. - Collaborate with the Quality Team to leverage AI-driven analytics to identify coaching trends and improve CSAT/QA scores. - Serve as the technical "translator" between the Support Enablement department and the IT/Network teams. - Analyze traffic patterns and system utilization data to recommend improvements for agent productivity and reduced customer effort. - Maintain rigorous documentation of all system configurations, script logic, and AI prompt libraries. - Work closely with the VP of Customer Support to manage the relationship and technical roadmap with CX technology vendors and consultants. Benefits - Paid Time Off & Holidays - Medical, Dental, Vision (Multiple Plans Available) - Basic Life (Company Paid) & Supplemental Life - Short and Long Term Disability (Company Paid) - Flexible Spending Accounts/Health Savings Accounts - Paid Parental Leave - 401(k) with company match - Tuition/Continuing Education Reimbursement - Life Assistance Program - Pet Care Discounts

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