[Hiring] Manager of Support Technology & AI @Antech

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

• Ability to troubleshoot complex logic within IVR scripts and API integrations with an "outside the box" mindset.
• Ability to summarize complex technical issues and AI performance data for senior leaders in the Support Enablement department.
• A quick learner who can keep pace with the rapid evolution of Generative AI and CCaaS features.
• 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.
• Ability to effectively shift attention between various tasks, team needs, and business demands.
• Ability to manage customer complaints through problem solving and cross-functional partnership.
• Strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations.
• 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.
• 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.
• Demonstrates ease in use of various computer and technological applications and learns new applications easily.

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