Voice AI Operations Manager
Posted 1 month ago Expired
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Upload Your ResumeAbout This Role
Lead ClearGrid's voice AI initiatives by developing and executing a comprehensive voice AI strategy. This role involves managing the entire lifecycle of voice AI systems, from prompt engineering and quality assurance to performance optimization, ensuring seamless and high-quality voice-based customer interactions.
Responsibilities
- Develop and execute a comprehensive voice AI strategy that aligns with business goals.
- Lead the design, implementation, and scaling of voice AI solutions for inbound and outbound communication.
- Design, develop, and maintain prompts and conversational flows for voice AI agents.
- Continuously test and refine prompts to improve natural language understanding and conversational quality.
- Establish and manage a robust quality assurance framework for voice AI systems.
- Monitor voice agent performance, analyze key metrics, and identify areas for improvement.
- Oversee the integration of the voice AI platform with CRM, POS, and internal databases.
- Analyze voice interaction data to identify trends, patterns, and insights.
- Lead and mentor a team of voice AI specialists, prompt engineers, and quality analysts.
- Evaluate and manage relationships with voice AI technology vendors and recommend new technologies.
Requirements
- 5+ years of experience in Voice AI Strategy, Conversational AI Management, or Contact Center Technology Management.
- Proven experience in designing, implementing, and managing voice AI or conversational AI systems.
- Strong understanding of Natural Language Processing (NLP), Natural Language Understanding (NLU), Text-to-Speech (TTS), and Speech-to-Text (STT) technologies.
- Hands-on experience with prompt engineering, conversational design, and quality assurance for voice AI.
- Proficiency in data analysis and reporting, with experience using analytics tools to derive insights from voice interaction data.
- Experience with API integration and connecting voice AI platforms with other business systems.
- Excellent leadership, communication, and interpersonal skills.
Qualifications
- 5+ years of experience in a similar role, such as Voice AI Strategist, Conversational AI Manager, or Contact Center Technology Manager.
Nice to Have
- Experience with specific voice AI platforms (e.g., Vapi, Google Dialogflow, Amazon Lex).
- Familiarity with contact center operations and technologies.
- Experience in an agile development environment.
Skills
* Required skills
About ClearGrid
ClearGrid is a fast-growing startup revolutionizing the debt resolution industry using AI, automation, and real-time data to rethink debt collection and unlock better outcomes for institutions and individuals.