[Hiring] Manager of Support Technology & AI @Antech Diagnostics

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