Manager of Support Technology & AI

Manager Of Support Technology & Ai

We understand that the world we want tomorrow starts with how we do business today, and that's why we're inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other's growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

The Target Pay Range for this position is as follows:

• Loveland, Colorado: $99,000 - $124,100 annually.
• Fountain Valley, California: $103,00 - $129,00 annually.
• Carlsbad, California: $103,00 - $129,00 annually.
• New York City: $108,000 - $135,000 annually.

At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/Overview

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.

Essential Duties and Responsibilities

• CXOne Platform Architecture: 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. Directly support the configuration and ongoing evolution of team-specific contact routing, queues, skills, reporting, feedback mechanisms, and performance management tools to ensure the platform effectively meets the operational needs of all Customer Support teams on the CXone platform.
• AI & Innovation Lead: Act as the primary Project Manager for the implementation of Agentic AI and automated support agents. Oversee the development of bot logic, natural language understanding (NLU) tuning, and seamless hand-offs to live agents, and assist with interactions with firms and contractors when needed.
• Quality & Analytics Integration: Collaborate with the Quality Team to leverage AI-driven analytics (e.g., sentiment analysis, auto-QA) to identify coaching trends and improve CSAT/QA scores.
• Cross-Functional Liaison: Serve as the technical "translator" between the Support Enablement department and the IT/Network teams to ensure telephony stability and CRM (Salesforce) integrations.
• Assist with the management of other Customer Support software systems, such as remote desktop tools.
• Process Optimization: Analyze traffic patterns and system utilization data to recommend improvements for agent productivity and reduced customer effort.
• Documentation & Governance: Maintain rigorous documentation of all system configurations, script logic, and AI prompt libraries to ensure business continuity.
• Vendor Management: Work closely with the VP of Customer Support to manage the relationship and technical roadmap with CX technology vendors and consultants.

Education and Experience

• Education: Bachelor's Degree in Computer Science, Information Systems, Engineering, or a related technical field.
• Technical Experience: 35 years of experience in Contact Center as a Service (CCaaS) administration.
• Specialized Knowledge: Proven experience with NICE CXOne Studio Scripting is required. Experience with the MPower Suite (Enlighten AI, WFM, Analytics) is highly preferred.
• AI/Automation: Experience or a strong aptitude for implementing AI agents, LLMs, or automated workflows within a customer service environment.
• Industry Knowledge: Knowledge of laboratory procedures or veterinary workflow is a plus.

Knowledge, Skills and Abilities

• Analytical Problem Solving: Ability to troubleshoot complex logic within IVR scripts and API integrations with a "outside the box" mindset.
• Strategic Communication: Ability to summarize complex technical issues and AI performance data for senior leaders in the Support Enablement department.
• Adaptability: A quick learner who can keep pace with the rapid evolution of Generative AI and CCaaS features.
• Empathy-Driven Design: A unique ability to build technical systems that prioritize the human experience and Antech's "Stand-Out Moments" culture.
• Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.
• Ability to effectively shift attention between various tasks, team needs, and business demands.
• Must be able to prioritize workflow demands by focusing on those of highest impact and delegating those that can be handled by others to empower and provide differentiated development experience.
• Ability to manage customer complaints through problem solving and cross-functional partnership.
• Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.
• Ability to read, analyze, and interpret scientific and technical information.
• Ability to promptly respond to inquiries or complaints from customers, co-workers, or other individuals.
• Ability to effectively present information and respond to questions from managers, customers, and the general public.
• Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
• Is available to and works both independently and cooperatively with associates. Understands the workload of the various Customer Support teams and strives to provide balance between all members of the team.
• Ability to work in a corporate environment where daily client interaction is over the phone and at the computer.
• Ability and diligent willingness to enter and maintain accurate and thorough records and notes on each customer interaction, including selection of various categorical designations used for post-sale analytical reports and evaluations.
• Demonstrates ease in use of various computer and technological applications and learns new applications easily.

Travel

Travel may be required on occasion up to 10% of the time.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present.

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that