Manager, Intelligent Communication Systems

PRIMARY FUNCTION: The Manager, Intelligent Communications supports the Director in overseeing the College's UCaaS and CCaaS technologies that supports student and the community communications and the College's contact center, with responsibility for day-to-day operations, staff management, and overall performance. This role leads a team of analysts and serves as the primary point of contact for managed service support. Reporting to the Director, this role supports delivery of the College's Customer Experience (CX) strategy, artificial intelligence initiatives, and voice/telephony engineering. The position requires technical expertise in VoIP/SIP and strategic capabilities in AI, along with strong people leadership.

Essential Job Functions:

AI Voice and Chatbot and Implementation & Technical Leadership:

• Journey Mapping & Analysis: Using the College's CX strategy and a One-College design approach, assess the student and stakeholder journey using data and metrics to evaluate CX performance, identify friction points, and pinpoint improvement opportunities across digital environments.
• AI Voice and Chatbot Design: Work with vendors to architect and deploy AI-driven Voice and Chatbots that optimizes seamless CX while balancing performance, latency, accuracy, cost, and operational complexity, particularly for chatbot functionality.
• Vendor & Tool Management: Facilitate the evaluation and selection of AI chatbot and communication vendors, managing the lifecycle of chatbot products from design to production.

Team Leadership:

• Operational Oversight Support: Serves as the interim leader in the Director, Intelligent Communications absence.
• Mentor and Manage Team: Mentor and manage a team, setting high execution standards for model training, data modeling and conversational design.
• Model Training & Accuracy: Responsible for ensuring labeling, validation, and training of AI models (specifically in NLP) to improve accuracy (e.g., reducing "confusion" metrics in bots).
• Quality Control (RLHF): Ensure Reinforcement Learning from Human Feedback (RLHF) to optimize model performance, accuracy, and ethical alignment.

Performance & Operational Metrics:

• KPI Development: Define and measure success metrics (e.g., bot containment, containment, accuracy rates) to evaluate AI ROI.
• System Performance Monitoring: Oversee the operational health of AI components (security, observability).

Human Resource and Performance Management:

• Responsible for human resources management assigned to this position. This includes:
• Lead, mentor, and supervise EIS leadership team, promoting performance and team empowerment.
• Recommend staffing, contractor levels, budgets, resource forecasting, and organization structure to ensure optimum service delivery
• Hire and train staff
• Staff development
• Ensure that performance management activities including evaluations and rating validations are completed in a timely manner
• Ensure that staff issues within the team are addressed in accordance with the college's policies and procedures.

Additional Job Functions:

• Other duties as assigned