Manager, Intelligent Communication Systems

About the role

The Manager, Intelligent Communications supports the Director in overseeing the College’s UCaaS and CCaaS technologies that support student and community communications and the College’s contact center. This role is responsible for day-to-day operations, staff management, and overall performance, leading a team of analysts and serving 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.

Responsibilities

• AI Voice and Chatbot 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 optimize 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: Ensure 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, accuracy rates) to evaluate AI ROI.
  • System Performance Monitoring: Oversee the operational health of AI components (security, observability).
• Human Resource And Performance Management
  • Lead, mentor, and supervise the 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.
  • Ensure staff development and that performance management activities, including evaluations and rating validations, are completed in a timely manner.
  • Address staff issues within the team in accordance with the college’s policies and procedures.
• Other duties as assigned.

Requirements

• Bachelor’s degree from an accredited institution.
• Minimum seven (3) years of experience in communication systems and AI.
• Knowledge of UCaaS/CCaaS and call routing.
• Practical experience with conversational AI tools and low-code AI platforms.
• Analytical thinking and detail orientation, with the ability to analyze model outputs and detect subtle errors that impact performance.
• Excellent written and verbal communication skills for developing annotation guidelines and creating dialogue.

Preferred Qualifications

• Master’s degree or above from an accredited institution.
• Experience in Higher Education.

Benefits

This position has opportunity for limited remote work arrangements with appropriate approvals and in accordance with the policies, procedures, and needs of the College.

Pay

Salary is based on the Board-approved salary schedule for the current fiscal year (Salary Grade: 121).