
Production Support Director
6 days ago
Afiniti is a leading provider of artificial intelligence that enhances customer experience by making human connections more valuable.
Our vision is to revolutionize the contact centre industry through innovative AI solutions that improve customer lifetime value and operational efficiency, earning us the trust of top consumer companies worldwide. For over 16 years, Afiniti's patented technology has paired customers and agents in real-time based on their interaction potential, resulting in better experiences across the entire customer journey. As our products evolve, our mission is to grow revenue by creating repeatable AI-driven solutions that transition from high-touch managed services to product-led growth.
We aim to achieve this by offering our core routing AI to medium-sized enterprises at a lower price via a subscription-based model and addressing more use cases via a Generative AI-based, voice- and chat-enabled, AI Agent with unique IP that delivers prompt-first application development (as opposed to legacy flow builders), and AI-driven instrumentation to maximize performance.
Afiniti operates globally and has driven billions of dollars of precisely measurable AI value for our telecommunications, banking, insurance, healthcare, and travel customers. To learn more, visit www.afiniti.com.
About The RoleYou will play a key role in implementing industry standards and best practices within Production Support and Global Service Delivery (GSD) to drive continuous improvement of our business and delivery.
Key Responsibilities:- Partner with Product Ops teams to develop an operations strategic plan and roadmap.
- Provide tactical and strategic recommendations to continuously improve delivery on PS KPIs & Organizational Objectives.
- Establish and run Steering Group Reviews with stakeholders, Regional & Ops leads, and executives to enhance GSD output.
- Contribute to and lead the development of reporting dashboards, automation initiatives, and process improvements.
- Design and maintain monitoring solutions to provide 99% uptime and user-friendly interfaces for support teams.
- Monitor and prioritize open issues to expedite closure and root cause analysis to reduce recurrence and improve up-time.
- Develop meaningful analysis from data to inform business decisions.
To succeed in this role, you must possess:
- Strong Data Analytics and Problem-Solving Skills.
- A Bachelor's/Master's degree in Engineering or a related field.
- Experience with data gathering, complex data analysis, and developing standardized reporting to support large-scale organizational decisions.
- Knowledge and experience with Distributed Processing Platforms (Windows, Unix, Database, and Middleware), Databases (MySQL, Green Plum), and Python/R.
- Understanding of ITIL framework.
- 7-8 years of relevant experience is required.
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