AI Automation Manager

At BCM One, we power global business connectivity through industry‑leading voice, data, and managed network solutions. As we continue to invest in innovation, we are building a new AI Automation team to support our Orbit AI product and help our customers modernize how they engage with their own clients.

To support that investment, we are excited to add an AI Automation Manager. This is a net‑new role and a rare opportunity to build something from the ground up. You will hire, develop, and lead a team of AI Implementation Specialists while remaining hands‑on in customer engagements. This role blends people leadership, technical problem‑solving, and customer‑facing delivery.
You will work closely with Engineering, Sales, Product, and Implementation teams to deliver AI‑driven solutions for SMB customers, while establishing the processes, documentation, and best practices that will define this function at BCM One.

Work Locations: 

This is a hybrid position based out of one of the following office locations: Grand Rapids or Blue Bell with an expectation of 2 days per week in the office. This position must live and be authorized to work in the United States; it is not eligible for relocation or sponsorship.

Hours:

8AM - 5PM EST time

Travel:

Approximately 5% travel, primarily for training purposes.

What You Will Do:

• Lead, hire, mentor, and develop a team of AI Implementation Specialists, including onboarding, training, performance management, and ongoing coaching.
• Oversee the end‑to‑end implementation of AI automation projects, including AI‑powered voice and communication agents for customers.
• Act as a working manager, partnering directly with customers to design, build, train, and test AI agents while supporting your team on live engagements.
• Collaborate cross‑functionally with Sales, Product, Engineering, and Operations to align implementation capabilities with business and customer objectives.
• Develop and maintain implementation best practices, templates, documentation, and quality standards to ensure consistency and scalability.
• Manage resource allocation and prioritize work across multiple customer implementations.
• Serve as the primary escalation point for complex technical or customer issues and lead resolution efforts.
• Track and report on key performance indicators related to team performance, customer satisfaction, and operational efficiency.
• Partner with Product teams to provide customer feedback and influence the ongoing evolution of AI platform capabilities.

What You Will Need:

• Bachelor’s degree in computer science, Information Technology, Communications, or a related field, or equivalent practical experience.
• Experience leading and developing technical or implementation teams, including hiring, training, and performance management. 
• Hands‑on experience with AI technologies, automation platforms, or conversational AI solutions such as chatbots or AI agents.
• Strong understanding of AI‑driven communication workflows, including voice, automation, and customer interaction design.
• Demonstrated success in customer‑facing roles, with the ability to manage expectations and drive positive outcomes for SMB and enterprise customers.
• Proven ability to build processes, create documentation, and improve operational efficiency in a growing or evolving environment.
• Strong communication skills with the ability to explain technical concepts to both technical and non‑technical audiences.
• Analytical problem‑solving skills and comfort handling escalations in fast‑paced, customer‑driven settings.
  

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One:

We are committed to creating an environment that fosters accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries
  
• Comprehensive medical, dental, and vision insurance
• Company-provided life and disability insurance
• Matching 401 (k) plan
• Employee Emergency Assistance Fund
• Paid holidays and vacation time
  
• FMLA

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.