Harris & Harris is seeking to operationalize AI at the intersection of modern contact center practices to drive efficiency, scale, and an exceptional consumer experience.
Requirements
- Strong analytical mindset: comfort working with metrics, dashboards, root cause analyses; experience with SQL and Snowflake is a plus
- Proficiency with MS Office (Excel, PowerPoint, Word)
- Experience in vendor management, technology procurement, contracting, and vendor partnership oversight
- Experience managing remote or distributed teams
- Prior contact center operations experience is highly desirable
- Experience with AI, automation, and contact center technologies
- Experience with data analysis and interpretation
Responsibilities
- Lead the conceptualization, development, deployment, and adoption of AI‑enabled tools and solutions that create seamless, low‑friction experiences for employees and consumers
- Be the organizational expert in emerging trends, competitive technologies, associated risks, and strategic opportunities in AI, automation, and contact center domains
- Create robust business cases to justify new initiatives, process changes, or technology investments—balancing cost, benefit, and risk
- Define, monitor, and analyze key performance metrics, using insights to drive iterative improvements and corrective actions
- Evaluate, source, and deploy best-in-class tools aimed at process automation, knowledge management, and AI augmentation
- Own the continual improvement agenda for inbound virtual agents, ensuring their performance, learning, and adaptability
- Drive deployment of technology (including AI, machine learning, knowledge management systems) to increase agent knowledge, productivity, and performance
Other
- Bachelor’s degree (Business, Engineering, Computer Science, Operations, or related) or equivalent experience
- 5+ years of experience in customer operations, digital transformation, process improvement, or AI-enabled operations—preferably in a service or financial services organization
- Excellent communication skills—capable of translating technical concepts to senior executives, non-technical stakeholders, and cross-disciplinary partners
- Change management expertise; experience driving adoption and behavior change in complex environments
- Ability to multi‑task and prioritize conflicting demands under ambiguity
