Contact Center AI (CCAI) Operations Specialist

Job Description

Job Description

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we're growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least May 18, 2026 . This opportunity will remain online based on business needs which may be before or after the specified date.

This role is not eligible for immigration sponsorship.

Role Description

As the CCAI Operations Specialist, you will be the strategic bridge between our technical engineering teams and our frontline contact center operations. You are not just a technical expert, but a business leader who translates operational pain points into a high-impact CCAI roadmap.

Sitting within the Contact Center Operations team, you will act as the "Business Owner" for AI initiatives—driving requirements, defining the customer experience (CX) vision, and ensuring our engineering partners are building solutions that deliver measurable value to our agents and customers.

In this role, you'll:

• Lead the end-to-end CCAI roadmap by prioritizing features based on ROI, agent efficiency, and CX; you will own the development of Business Requirement Documents (BRDs) to provide engineering teams with a clear, operationally-grounded "North Star."
• Serve as the primary liaison between Engineering, Genesys partners, and Channel Operations to ensure seamless communication, alignment on deliverables, and the integration of conversational AI solutions within existing software.
• Elevate the customer and agent journey by auditing "human-in-the-loop" frameworks for smooth AI-to-live-agent handoffs and identifying opportunities to optimize the broader CCAI framework.
• Proactively monitor CCAI system performance and health, leading troubleshooting efforts for operational disruptions and acting as the lead liaison for technical resolutions.
• Ensure all AI implementations adhere to data security standards, PII handling, and regulatory compliance while verifying that solutions are built to scale alongside business growth.

At a minimum we'd like you to have:

• 8 years of experience in Contact Center Operations
• Deep understanding of agent workflows, telephony platforms (e.g., Genesys Cloud), and CX metrics.
• Prior work experience with the use of AI technologies (Natural Language Understanding, Sentiment Analysis, or Agent Assist tools).

It's preferred if you have:

• Experience with Google Cloud CCAI.
• Experience with Genesys IVR/Genesys Pure Cloud Platform.
• Familiarity with Agile development methodologies.
• Experience with machine learning and Natural Language Processing.
• Strong presentation skills.
• Proven ability to lead by influence.

The US base salary range for this full-time position is between $136,000 - $198,000 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

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GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.