Voice AI Functional SCRUM Lead

Functional SCRUM Lead

This is a Full-Time Remote position supporting a Large Government Consulting Firm. Full benefits, PTO, and paid holidays is inclusive to this position.

Number of Available Positions: 1

Salary Target: $100K-$145K/YR (Salary can be flexible based on the relevant years of professional experience and background related to the position)

Requirements: ship Work Authorization Status; Completed Bachelor’s Degree; 7+ years of Professional experience including with IVR (NiCE CXone preferred), ServiceNow CRM, Microsoft Entra, NICE Robotic Process Automation (RPA), AWS AI Services, AI Agents & Workflow Integration, and Voice AI Solutions (LiveKit, ElevenLabs, Deepgram)

Job Description:

As the Functional/SCRUM Lead, you will play a pivotal role in transforming the Company IT phone system by integrating advanced Voice AI technology. Your primary responsibility will be to oversee the implementation of the VoiceAI solution that enables autonomous call handling and self-service resolution with minimal intervention from Service Desk Agents. You will be tasked with steering the project according to the implementation timeline along with adhering to the overall roadmap. As part of the requirements, you will be expected to review and refine stakeholder requirements and user stories. Your efforts will directly contribute to minimizing average call-handling times, driving significant improvements in operational efficiency while reducing reliance on human IT support agents.

To excel in this role, you should have hands-on experience managing mid-sized SCRUM teams implementing contact center solutions scale, with a strong preference for ServiceNow CRM and NiCE CXone IVR systems. Familiarity with Real-Time Communication (RTC) complexities of LiveKit while integrating with NiCE and Service Now will be highly advantageous as you design and deploy innovative Voice AI solutions. Exposure to large-scale customer service environments, process optimization, and technology integration projects will help you navigate the complexities of this initiative. Your ability to design and implement viable solutions within project timelines, and costs will be critical to the successful delivery of this transformative solution.

Responsibilities:

·       Develop and maintain a comprehensive implementation timeline and roadmap to enable autonomous call handling and self-service resolution

·       Experience as a Scrum Master working with a Product Owner, Technical Architect and development team. Experience managing "Spikes" for technical R&D in the AI space is critical.

·       Ability to document Functional Design, Data Flow and API sequence diagrams for AI-to-telephony handoffs and define "Definition of Ready" for complex AI-based process flows.

·       Collaborate with stakeholders to gather requirements and ensure alignment with project goals

·       Oversee the deployment of the finalized solution for autonomous call handling and self-service resolution while adhering to the implementation timeline and the product roadmap

·       Practical understanding of WebRTC, SFU (Selective Forwarding Unit) architectures, and LiveKit specifically (Agents, Egress, and Ingress).

·       Experience with NICE CXone, specifically regarding Studio scripts, API integrations, and agent desktop orchestration.

·       Understanding of the AI pipeline: Speech-to-Text (STT), Large Language Models (LLMs), and Text-to-Speech (TTS).

·       Experience leveraging advanced Voice AI technologies (LiveKit, ElevenLabs) to enhance call handling and minimize average call handling time

·       Monitor, analyze, and report on project progress, risks, and outcomes to key stakeholders

Qualifications:

·       U.S. Citizenship required

·       Completed Bachelor’s Degree

·       Customer Service, including IVR (NiCE CXone preferred) – Expert

·       CRM (ServiceNow preferred) – Advanced

·       Microsoft Entra

·       NICE Robotic Process Automation (RPA) – Expert

·       AWS AI Services – Intermediate

·       AI Agents & Workflow Integration – Intermediate

·       Voice AI Solutions (LiveKit, ElevenLabs, Deepgram)