Tools Admin

Job Title: Tools Admin Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures. The AI Transformation & Platform Administrator supports Customer Care AI products and transformation initiatives. This hands-on business technology role translates operational needs into solution concepts, future-state workflows, design documentation, and configurable AI capabilities. In this role, you will help administer, test, document, and optimize approved AI-enabled platforms and business-managed capabilities, including Salesforce, Cresta, Agent Assist, generative AI, knowledge recommendations, guided workflows, and interaction summarization. You will partner closely with stakeholders, technology teams, vendors, and business users to enable practical, well-documented AI solutions that improve customer care experiences. This role is onsite five days a week in Fountain Valley, California , partnering closely with customer care stakeholders, technology teams, vendors, and business users to support practical, well-documented AI solutions that improve customer care experiences.

Facilitate discovery sessions, stakeholder interviews, and process reviews to understand operating needs, pain points, controls, and desired outcomes. Translate business needs into solution concepts, current- and future-state workflows, use cases, user stories, functional requirements, acceptance criteria, and reporting needs. Apply contact center and AI capability knowledge to identify practical uses of approved tools, including configuration options, constraints, dependencies, and gaps requiring vendor or technology-team support. Maintain requirements traceability, assumptions, decisions, approvals, and change records; support demonstrations, prototypes, and solution walkthroughs. Perform authorized business administration for designated Customer Care AI platforms, including approved users, roles, permissions, settings, workflow parameters, and administrative controls. Create, test, refine, document, and maintain AI prompts, instructions, reusable templates, and prompt libraries for approved use cases. Configure approved business-managed capabilities, including Agent Assist guidance, interaction summaries, knowledge