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Own feature testing and QA for Voice AI products, design and run test plans across environments, triage and document issues, support CI/CD and releases, deploy and configure Voice AI solutions with customers, evaluate model quality and trade-offs, and communicate findings to customers and stakeholders.

Provide front-line desktop support across departments: troubleshoot hardware, software, and peripherals; handle password resets and basic network issues; perform device imaging, deployment, and inventory tracking; document and escalate issues; and follow security and compliance protocols while communicating professionally.

Deliver onboarding, program training, and refresher sessions; use approved curriculum and instructional techniques; monitor learner engagement and readiness; provide coaching and feedback during nesting and transitions; document training outcomes; collaborate with QA, Operations, and Workforce to align training to performance gaps and update curriculum as needed.

Manage full-cycle recruitment for call center roles, source and interview candidates in English and Spanish, collaborate with operations on staffing, maintain HR databases and personnel files, handle onboarding and documentation, process leaves and benefits, prepare basic HR reports, and ensure policy compliance.

Lead a frontline team to meet SLAs and KPIs through daily supervision, coaching, staffing adjustments, performance monitoring, and collaboration with Workforce, QA, and Training. Ensure documentation, compliance with company and client standards, and drive process improvements while modeling professionalism and fairness.

Lead multiple operational teams to meet KPIs/SLAs, coach supervisors, analyze performance, implement process improvements, manage staffing and compliance, partner cross-functionally, run performance reviews and calibration, escalate risks, and drive a culture of accountability and development.

Lead an inbound/outbound sales contact center team to meet revenue and conversion targets. Drive outbound campaigns, monitor KPIs, provide real-time coaching, manage agent performance, and improve conversion through objection handling and sales-focused training.