Manager MCI Contact Center AI & Copilot
Job Location:
Dallas, TX - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
We are the leading provider of professional services to the middle market globally our purpose is to instill confidence in a world of change empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled culture and talent experience and our ability to be compelling to our clients. Youll find an environment that inspires and empowers you to thrive both personally and professionally. Theres no one like you and thats why theres nowhere like RSM.
Manager - MCI Contact Center AI & Copilot
Contact Center AI & Copilot Engineer - Voice / CCaaS
The role is a client-facing position focused on designing building and improving modern contact center experiences using AI voice and CCaaS technologies. This includes Copilot Studio Dynamics 365 Contact Center Genesys Cloud Cisco Webex Contact Center and related CRM and backend integrations. Youll work closely with architects and delivery teams to create scalable secure and practical solutions that improve both customer and agent experiences.
Youre expected to think critically ask questions and figure things out. Youll solve real business problems across voice chat and digital channels translate business needs into technical solutions and challenge assumptions when needed. This role is ideal for someone who is curious positive hands-on and motivated to keep learning as AI-first contact center technology evolves.
Responsibilities
- Build and deploy AI agents using Copilot Studio for chat and voice experiences.
- Design call flows IVRs queues and intelligent routing experiences across modern contact center platforms.
- Support pursuit and solution development activities by providing technical input estimates demos and subject matter perspective for contact center AI and Copilot opportunities.
- Configure and support contact center solutions using Dynamics 365 Contact Center Genesys Cloud Cisco Webex Contact Center and related CCaaS platforms.
- Integrate contact center platforms with CRM systems backend applications APIs and data sources.
- Troubleshoot complex issues across voice chat email SMS and digital channels.
- Improve agent and customer experiences using automation AI assist knowledge access and workflow optimization.
- Translate business needs into technical solutions and challenge requirements when a simpler or better approach is available.
- Test voice routing agent assist and omnichannel experiences from an end-user and support perspective.
- Validate application behavior permissions data access and integration performance across environments.
- Create and maintain documentation including call flow designs configuration notes test scripts support guides and solution overviews.
- Continuously test learn and optimize solutions based on real usage client feedback and platform capabilities.
Required Qualifications
- 4 years of experience supporting contact center CRM Microsoft 365 Power Platform or enterprise technology solutions.
- Hands-on experience with one or more contact center platforms such as Dynamics 365 Contact Center Genesys Cloud or Cisco Webex Contact Center.
- Experience designing or supporting IVRs call flows routing logic queues escalation paths or omnichannel service experiences.
- Working knowledge of voice/telephony concepts such as SIP call routing numbers queues IVR and agent availability.
- Experience translating business requirements into technical designs configurations test plans or implementation tasks.
- Strong client-facing communication skills and ability to work across business technical and delivery teams.
- Ability to troubleshoot complex issues across systems integrations permissions and user experience layers.
Preferred Qualifications
- Experience with Copilot Studio conversational AI AI agents or voice-enabled automation.
- Experience with Power Platform including Power Automate and Dataverse.
- Experience integrating CRM contact center and backend systems through APIs or middleware.
- Familiarity with Azure services identity security permissions and data access concepts.
- Experience with reporting analytics quality management or workforce optimization in contact center environments.
- Experience in consulting managed services or client delivery environments.
At RSM we offer a competitive benefits and compensation package for all our offer flexibility in your schedule empowering you to balance lifes demands while also maintaining your ability to serve more about our total rewards at applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal state or local law.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/ is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application interview or otherwise participate in the recruiting process please call us at or send us an email at .
RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying excluding internships you may be eligible for hire as an experienced associate.
RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California please click here for additional information.
At RSM an employees pay at any point in their career is intended to reflect their experiences performance and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including but not limited to education skills work experience certifications location etc. As such pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $107000 - $214500Individualsselected for this role will be eligible for a discretionary bonus based on firm and individual performance.
Required Experience:
Manager
About Company
RSM US LLP is the leading U.S. provider of assurance, tax and consulting services focused on the middle market.
