Antech Diagnostics

Antech Diagnostics

Manager of Support Technology & AI

Loveland, CO · Vp

Sponsorship not specified$99k-$124kDetected 55 days ago
LLMsAgentic AIProject ManagementSalesforceCRMProcess ImprovementVendor ManagementPerformance ManagementHRISCustomer SupportLeadershipCommunicationProblem SolvingMentoringPublic SpeakingAdaptabilityMicrosoft Office

About the role

  • We understand that the world we want tomorrow starts with how we do business today, and that's why we're inspired to make A Better World for Pets.
  • Antech is comprised of a diverse team of individuals who are committed to each other's growth and development.
  • Current Associates will need to apply through the internal career site.

Responsibilities

  • Act as the primary Project Manager for the implementation of Agentic AI and automated support agents.
  • Collaborate with the Quality Team to leverage AI-driven analytics (e.g., sentiment analysis, auto-QA) to identify coaching trends and improve CSAT/QA scores.
  • Maintain rigorous documentation of all system configurations, script logic, and AI prompt libraries to ensure business continuity.
  • Work closely with the VP of Customer Support to manage the relationship and technical roadmap with CX technology vendors and consultants.

Requirements

  • Bachelor's Degree in Computer Science, Information Systems, Engineering, or a related technical field.
  • 3-5 years of experience in Contact Center as a Service (CCaaS) administration.
  • Ability to troubleshoot complex logic within IVR scripts and API integrations with a "outside the box" mindset.
  • Travel may be required on occasion up to 10% of the time.
  • The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding.
  • The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms.
  • The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment.
  • The associate is occasionally required to sit and stoop, bend, kneel, or crouch.
  • The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet.
  • The associate is frequently required to use a calculator

Nice to have

  • Proven experience with NICE CXOne Studio Scripting is required.
  • Experience with the MPower Suite (Enlighten AI, WFM, Analytics) is highly preferred.
  • Knowledge of laboratory procedures or veterinary workflow is a plus.
  • Knowledge, Skills and Abilities

Compensation

  • The Target Pay Range for this position is $99,000 - $124,000 annually.

Benefits

  • Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.
  • Benefits eligiblity is based on employment status.
  • Paid Time Off & Holidays
  • Medical, Dental, Vision (Multiple Plans Available)
  • Short and Long Term Disability (Company Paid)
  • Flexible Spending Accounts/Health Savings Accounts
  • Paid Parental Leave
  • Tuition/Continuing Education Reimbursement
  • Education and Experience

Company info

  • Quality, Responsibility, Mutuality, Efficiency and Freedom.
  • Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.
  • Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.
  • The Target Pay Range for this position is $99,000 - $124,000 annually.
  • At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
  • The Manager of Support Technology & AI delivers on the Antech Customer Service vision of unwavering commitment to empathetic and caring veterinary diagnostic support through the strategic orchestration of world-class technology.
  • This individual works at the intersection of technical engineering and operational excellence, ensuring our communication systems are as compassionate as they are efficient.
  • The Manager will collaborate with leaders across the Antech Organization to transform complex data into "Stand-Out Moments" for our veterinary partners.
  • By leveraging advanced Studio scripting, AI-driven data, and seamless CRM integrations, they empower our frontline associates with the tools needed to provide industry-leading diagnostic support.
  • This role focuses on building a future-ready support ecosystem that prioritizes the human experience, driving associate engagement and customer retention through technical innovation.
  • Essential Duties and Responsibilities
  • Job Purpose/Overview
  • Reporting to the Director of Support Enablement, this role is the technical heartbeat of our customer-facing infrastructure, responsible for the architecture, logic, and continuous evolution of the NICE CXone MPower Suite, Splashtop remote desktop, and the integration of Agentic AI solutions.

Equal opportunity

  • Equal Opportunity Employer - Veterans / Disabled.
  • For a complete EEO statement, please see our Career page at Antech Careers.
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This listing is sourced directly from Antech Diagnostics's careers page and normalized into a canonical job model.