Concentrix

Concentrix

AI Transformation & Platform Administrator

USA, CA, Work-at-Home · Full-time

Sponsorship not specified$120k-$140kDetected 1 day ago
LLMsSalesforceCRMResearchCommunicationMentoring

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odds of building a lasting career here

50Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role65
Entry-level history0
PERM / green-card track0
Lottery odds (Level III)83
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~45% per draw at Level III). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

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About the role

  • The global technology and services leader that powers the world's best brands, today and into the future.
  • We're solution-focused, tech-powered, intelligence-fueled.
  • We shape new game-changing careers in over 70 countries, attracting the best talent.

Responsibilities

  • Apply contact center and AI capability knowledge to identify practical uses of approved tools, including configuration options, constraints, dependencies, and gaps requiring vendor or technology-team support.
  • Maintain requirements traceability, assumptions, decisions, approvals, and change records
  • support demonstrations, prototypes, and solution walkthroughs.
  • Perform authorized business administration for designated Customer Care AI platforms, including approved users, roles, permissions, settings, workflow parameters, and administrative controls.
  • Create, test, refine, document, and maintain AI prompts, instructions, reusable templates, and prompt libraries for approved use cases.
  • Validate AI outputs for accuracy, consistency, relevance, and alignment with requirements
  • Maintain configuration inventories, procedures, release notes, support documentation, and audit evidence.

Requirements

  • The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position.
  • Partner with technology teams and vendors when elevated technical work is required.
  • Experience supporting business technology, AI-enabled platforms, contact center tools, or customer care transformation initiatives.
  • Ability to translate operational needs into workflows, use cases, user stories, functional requirements, acceptance criteria, and reporting needs.
  • Familiarity with AI-enabled customer care capabilities such as Agent Assist, interaction summaries, knowledge recommendations, guided workflows, next-best actions, conversational AI, virtual assistants, self-service, routing, automation, or generative AI.
  • Hands-on ability to create, test, refine, document, and maintain prompts, instructions, templates, and prompt libraries for approved business use cases.
  • Understanding of business administration activities such as user access, roles, permissions, settings, workflow parameters, configuration inventories, release notes, and audit evidence.
  • Strong testing mindset, including the ability to prepare test scenarios, define expected results, document defects, support UAT, and coordinate retesting.
  • Ability to validate AI outputs for accuracy, consistency, relevance, and alignment with business requirements.
  • Strong documentation and communication skills, with the ability to support demos, prototypes, solution walkthroughs, release readiness, training materials, and user enablement.
  • Ability to collaborate with stakeholders, BPO administrators, technology teams, vendors, and business users to support successful implementation and adoption.
  • Familiarity with platforms and solutions such as Salesforce Agentforce, Salesforce-integrated AI, Cresta Agent Assist, Cresta coaching, Cresta knowledge, conversation intelligence, Microsoft Copilot Studio, approved generative AI, CRM, telephony, case management, workforce, quality, reporting integrations, knowledge management, generative search, and guided workflows.

Compensation

  • The base salary for this position is $120,000 -$140,000 plus incentives that align with individual and company performance.

Benefits

  • available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

Company info

  • Join us and be part of this journey towards greater opportunities and brighter futures.
  • We are currently seeking to fill this role with an individual who can start as soon as possible.
  • Artificial Intelligence: As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants.
  • And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

Equal opportunity

  • Concentrix is an equal opportunity and affirmative action (EEO-AA) employer.
  • We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
  • For more information regarding your EEO rights as an applicant, please visit the following websites:
  • Accommodation:

Visa & Work Authorization

  • In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position.
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This listing is sourced directly from Concentrix's careers page and normalized into a canonical job model.