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Full-time
bachelor degree, postgraduate degree
Posted 8d ago
Apply by Aug 15
~40 hrs/week
Responsibilities
The manager oversees the college's UCaaS and CCaaS technologies, leading a team of analysts to support customer experience strategy and AI initiatives. Responsibilities include managing day-to-day operations, staff development, and ensuring the performance and accuracy of AI-driven communication systems.
Requirements
Candidates must possess a bachelor's degree and at least three years of experience in communication systems and AI. Strong technical expertise in VoIP/SIP and proven leadership capabilities are required for this role.
Full job description
Manager, Intelligent Communication Systems - District Office
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
Required Knowledge, Skills and Abilities:
Knowledge of UCaaS/CCaaS, and call routing.
Practical experience with conversational AI tools and low-code AI platforms.
Analytical Thinking & Detail Orientation: Ability to analyze model outputs and detect subtle errors that impact performance.
Communication: Excellent written and verbal skills for developing annotation guidelines and creating dialogue.
Required Education:
Bachelor’s degree from accredited institution required.
Required Experience:
Minimum seven (3) years in communication systems and AI.
Preferred Education & Experience:
Master’s degree or above from accredited institution preferred.
Experience in Higher Education preferred.
Note: This position has opportunity for limited remote work arrangements with appropriate approvals and in accordance with the policies, procedures, and needs of the College.
Salary Grade: 121
Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule
The LyondellBasell Center for Petrochemical, Energy, and Technology at San Jacinto College is designed to develop and train the current and future workforce needs of the petrochemical industry. Students can earn associate degrees and certificates with hands-on experiences through technical training with an emphasis on soft skills and safety. Customized and proprietary training can be developed and delivered, too.
San Jacinto College Petrochemical & Manufacturing Certificate & Degree Programs
•Electrical Technology
•Environmental Health and Safety Technology
•Instrumentation / Analyzer Technology
•Non-Destructive Testing
•Process Technology
•Welding
We also have industry sponsored Continuing and Professional Development (CPD) training programs.
Offices: 7901 Fairmont Pkwy, Pasadena, Texas 77507, US
Process TechnologyInstrumentationElectricalOccupational Health and SafetyNon-Destructive TestingWeldingContinuing Professional Developmentand Craft Training
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