AI Customer Service Implementation Lead

Job Description:

Job Title: AI Customer Service Implementation Lead (Individual Contributor — Senior Technical IC)

About the Role

We're looking for a hands-on AI practitioner who has done this work before — specifically configuring, customizing, and operationalizing AI tools within Customer Service environments. This is not a strategy or transformation role. This is a builder role.

You will be the technical subject matter expert inside GCS responsible for defining how our AI tools actually work for our customers — from intent capture and triage at L0, through escalation logic and handoff design, to the feedback loops that make the system smarter over time. You will partner directly with Product Management and IT/Engineering, but you own the Customer Service requirements, acceptance criteria, and quality standards that make AI work in practice.

Key Responsibilities

AI Tool Configuration & Customization for Customer Service

• Own the end-to-end customization of AI tools (virtual agents, agentic workflows, automation) specifically for customer service use cases — intake, triage, guided resolution, and escalation.

• Define the intent models, conversation flows, knowledge inputs, and decision logic that make AI perform correctly for our customer base.

• Establish quality standards and acceptance criteria for AI behavior — what "good" looks like at L0 before anything reaches a human.

Customer Service Requirements & Technical Translation

• Translate deep Customer Service knowledge into specific, testable requirements for AI tools — working directly with PM and Engineering to ensure what gets built actually works in a support environment.

• Identify failure modes, edge cases, and escalation gaps before they reach customers.

• Define the data capture standards that make AI outcomes measurable and the system improvable over time.

Use Case Development & Continuous Improvement

• Build and maintain a prioritized backlog of AI use cases grounded in actual ticket drivers, escalation patterns, and resolution data.

• Establish feedback loops: escalation reasons → intent gaps → model/flow improvements.

• Define the signals that tell us when AI is helping versus when it's creating friction or eroding trust.

Adoption & Quality Assurance

• Partner with Support leadership to ensure AI-handled interactions meet quality standards before and after rollout.

• Build playbooks and guidance so frontline teams understand how AI-handled cases are escalated, when to intervene, and how to flag issues.

• Serve as the internal expert teams come to when AI behavior doesn't match expectations.

Required Qualifications

• Hands-on experience implementing, configuring, or customizing AI tools (virtual agents, chatbots, agentic workflows, or similar) specifically within a Customer Service or Technical Support environment — not adjacent to it.

• Deep familiarity with how customer service operations work: ticket flows, escalation paths, SLAs, and the signals that differentiate good AI deflection from bad deflection.

• Ability to write clear, specific requirements and acceptance criteria for AI behavior that Engineering and PM teams can actually build against.

• Strong analytical skills — comfortable working with support data to identify patterns, measure AI performance, and drive systematic improvement.

• Experience working in matrixed environments with Product and Engineering stakeholders without owning those teams.

Preferred Qualifications

• Experience with agentic AI platforms, LLM-based support tools, or conversational AI configuration in a SaaS or enterprise support context.

• Familiarity with knowledge management systems and how knowledge quality directly impacts AI performance.

• What Success Looks Like

• AI tools at L0 that actually resolve the right issues, capture clean data, and escalate appropriately — measured, not assumed.

• A prioritized use case backlog built on real ticket data with clear requirements and quality gates.

• PM and Engineering teams that have a clear, trusted GCS counterpart who speaks their language and represents the customer service reality.

• Feedback loops in place so the system gets better every sprint cycle, not just at launch.

• Frontline teams that trust the AI handoffs because the quality bar was set correctly from the start.

• Background in L0–L2 support design, digital self-service, or AI-assisted resolution flows.

• Experience measuring AI containment, deflection quality, escalation rates, and customer friction in support contexts.

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The typical base salary for this role is between USD $113,000 – $170,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.

Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind:

Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes applicants of all ages. Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law.

This job requisition is not eligible for employment-based immigration sponsorship by Omnissa.