Contact Center Manager - RingCS Dialer & Agent AI Platforms

Local to OK candidates, Hybrid opportunities. Remote possible for the right candidate.

OU Education Services (OUES) is a nonprofit corporation established to manage and expand online learning for the University of Oklahoma System. As a growing education technology organization, we are dedicated to delivering innovative solutions that enhance learning outcomes, improve student experiences, and support the university's mission of providing high-quality education to learners everywhere.

At OUES, we prioritize collaboration and provide opportunities for our teams to work closely to deliver meaningful, impactful results. We are a talent focused organization and encourage applicants from all regions, we have a preference for candidates who are in or open to relocating to the Oklahoma City metro area. Being part of our vibrant community fosters richer collaboration and a stronger alignment with OU and the OUES mission.

OU Education Services is seeking a highly skilled Contact Center Manager to lead, optimize, and expand the organization's RingCX dialer and AI‑driven customer engagement technologies. Reporting to the Senior Director of Operations, this role owns the daily performance, support, and continuous refinement of outbound and inbound calling workflows, campaign strategy, and agent‑assist AI capabilities.

·       Oversee daily operations of agent‑assist AI and digital worker workflows.

·       Expand AI‑driven process automation.

·       Manage and maintain the RingCX dialer and Salesforce integration.

·       Troubleshoot issues and ensure dialing compliance.

·       Own RingCX campaign configuration, launch, monitoring, and reporting.

·       Continuously improve dialing strategy using performance insights to maximize New Lead to Contact and Contact to Transferred conversion rates.

·       Design and implement automated workflows using digital workers.

·       Streamline processes across teams.

·       Manage a team of Qualifying Specialists that reach out to inquiries, qualify and successfully transfer to Enrollment Team.

·       Provide leadership, coaching, training and performance management to maximize performance.

·       Analyze metrics to identify improvements.

·       Implement enhancements for dialing efficiency and customer experience.

·       Adjust processes and procedures to maximize customer engagement and throughput.

·       Develop and maintain dashboards and reports.

·       Manage user administration and configuration updates in RingCX and Salesforce.

·       Ensure compliance with TCPA and policy requirements.

·       Experience managing a call center team, technology and systems

·       Hands-on dialer, telephony, and Salesforce expertise.

·       Strong analytical, communication, and Cross-functional collaboration skills.

·       3–5 years of relevant experience in similar role.

·       Experience with AI-enabled contact center technology and workflows.

·       Strong compliance knowledge (TCPA, consent rules).

·       Experience with dialing analytics.

·       Educational services

·       Relevant RingCentral, AI/bot, or Salesforce certifications.

·       Degree in business, technology, or a related field.

This role is a strategic enabler, advancing automation, outreach efficiency, and customer engagement.