Job Description
Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. Basic Function The Interaction Intelligence Program Manager will lead the deployment of artificial intelligence capabilities across our Contact Center. This strategic role will oversee the implementation of artificial intelligence -enabled speech analytics, automated QA, and agent coaching solutions—driving measurable impact in partnership with Vendor and internal stakeholders. Essential Functions & Responsibilities Program Leadership Own the delivery of Interaction Intelligence initiatives including call driver insights, CSAT analytics, agent enablement, and QA automation. Translate Velera ’s QA AI strategy into actionable workstreams, timelines, and KPIs. For Interaction Intelligence Serve as the primary liaison between Velera , Vendor, and internal teams to ensure seamless execution. Align cross-functional stakeholders across Customer Experience, IT, Data Engineering, and Compliance. Technical Oversight Partner with Product development of Velera ’s AI speech analytics engine within our environment. Experience working within Agile environments, including coordinating deliverables, ceremonies, and cross‑functional workflows with Agile development teams. Collaborate with Interaction Intelligence Engineers and Data Scientist to support NLP pipelines and scalable data infrastructure. Ensure ethical and compliant use of Interaction Intelligence tools and third-party platforms. Monitor model performance and recommend enhancements based on business feedback. Change Management Lea
