Uniti

Lead strategy and evolution of IVR and AI-driven customer interaction capabilities to modernize self-service across voice channels. | Bachelor's degree with 10+ years experience including supervisory roles in contact center technology and conversational AI. | Kinetic, a business unit of Uniti (NASDAQ: UNIT), is a premier insurgent provider of multi-gigabit fiber internet, whole-home Wi-Fi, internet security, and voice services in 1,400 markets across 18 states in across the U.S. Additional information about Kinetic is available at www.GoKinetic.com _________________________________________________________ About the Role: The Associate Director, IVR Strategy & Customer Automation, is responsible for leading the strategy, governance, and evolution of IVR and AI-driven customer interaction capabilities across the contact center experience. This leader will drive the modernization of customer self-service and automation capabilities across voice and related service channels. This role requires a strategic and forward-thinking leader with proven experience delivering conversational AI, intelligent automation, and customer experience transformation. The Associate Director will partner with operations, product, IT, digital, analytics, and vendor teams to identify opportunities, define priorities, implement solutions, and improve business and customer outcomes. The ideal candidate combines strong strategic vision with operational discipline and execution excellence. They will bring a clear understanding of emerging AI capabilities, customer journey design, and contact center operations, along with the leadership skills needed to drive measurable results. ***This position can be filled remotely anywhere within the country.*** What You’ll Do: This role has key responsibilities that includes the following areas. Strategy & Roadmap Develop and lead the strategy and roadmap for conversational AI, intelligent self-service, and customer automation capabilities Identify opportunities to improve customer interactions through AI-enabled experiences, intelligent routing, workflow automation, and enhanced self-service Align automation initiatives with business priorities, customer needs, operational goals, and enterprise technology strategy Solution Design & Implementation Lead cross-functional efforts to design, develop, test, implement, and optimize conversational AI and customer automation solutions Translate business requirements and customer pain points into effective self-service experiences and automation strategies Oversee customer journey design elements such as conversation flows, intent handling, routing logic, escalation paths, and handoff to live agents Ensure strong implementation practices, including planning, testing, change management, deployment, and post-launch support Business Partnership & Customer Experience Partner with contact center operations, IT, product, digital, customer experience, and analytics teams to support business priorities and improve service outcomes Use customer feedback, journey insights, operational performance data, and service trends to identify and prioritize improvement opportunities Ensure customer automation solutions are intuitive, effective, compliant, and aligned with broader customer experience goals Innovation & Emerging Technology Stay current on market trends, emerging technologies, and best practices related to conversational AI, agentic AI, intelligent automation, and customer engagement platforms Evaluate new capabilities, tools, and partners that can enhance the customer experience and support business objectives Foster a culture of innovation, experimentation, and continuous improvement across customer automation initiatives Vendor & Platform Management Manage relationships with vendors and partners supporting conversational AI, contact center automation, and related platforms Ensure vendors meet performance expectations related to service delivery, innovation, support, and platform reliability Coordinate platform enhancements, issue resolution, releases, and ongoing optimization efforts with internal and external stakeholders Establish clear governance, communication, and escalation processes across vendors and business partners Operational Excellence, Risk & Governance Monitor performance of automation capabilities, including containment, routing effectiveness, experience quality, escalation patterns, and platform stability Establish governance processes and operational standards to support sustainable delivery and continuous improvement Ensure solutions comply with applicable privacy, security, regulatory, and customer data requirements Promote disciplined controls for performance monitoring, change management, and risk mitigation Leadership & Collaboration Serve as a senior leader and subject matter expert for conversational AI strategy and customer automation Lead cross-functional collaboration across business, operations, technology, product, and vendor teams Communicate strategy, priorities, progress, and performance clearly to leadership and stakeholders Build alignment and momentum for automation initiatives across the organization Do You Have? Bachelor’s degree in Business, Technology, Operations, Computer Science, Communications, or a related field 8–10+ years of progressive leadership experience in contact center technology, customer experience, conversational AI, intelligent automation, or related areas Proven experience leading strategy and execution for conversational AI, customer automation, or next-generation self-service capabilities Demonstrated success delivering complex, cross-functional initiatives involving business, operations, technology, and vendor teams Strong understanding of customer journeys, self-service design, conversation flows, routing logic, escalation strategies, and contact center operations Experience managing external vendors, platform partners, and support models in a complex environment Strong leadership, communication, collaboration, and change management skills Ability to balance strategic planning with operational execution in a fast-evolving environment The following software/technical skills: Advanced knowledge contact center platforms (eg. Nice, Genesys, Talkdesk) Advanced experience with telephony systems, IVR, chat platforms, and web self-service tools Understanding of APIs, integrations, and cloud-based systems Intermediate experience with reporting and analytics tools Intermediate experience MS Office (Word, Excel, PowerPoint, Outlook, and Teams) Even Better: Knowledge of AI-enabled customer engagement technologies, intelligent routing, virtual assistants, and automation platforms preferred Strategic thinker with a strong customer and business orientation Proven ability to lead transformation and influence across functions Comfortable navigating ambiguity and driving clarity in emerging capability areas Strong judgment and decision-making skills with a focus on outcomes Passion for innovation and continuous improvement in customer experience Minimum Requirements: College degree and 10+ years professional level experience with 3-5 years supervisory experience; or 14+ years professional level related experience with 3-5 years supervisory experience; or an equivalent combination of education and professional level related experience required. Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66% Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33% Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier _________________________________________________________ Our Benefits: Medical, Dental, Vision Insurance Plans 401K Plan Health & Flexible Savings Account Life and AD&D, Spousal Life, Child Life Insurance Plans Educational Assistance Plan Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience. Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements. Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.

Develop and manage strategic account plans, grow customer base and wallet share, collaborate with sales and operations teams to resolve issues, and achieve sales quotas. | 6+ years of field sales experience with a proven record in enterprise sales, strong interpersonal and communication skills, ability to build trusted relationships, and a college degree or equivalent. | We build and operate fiber networks and provide transformative multi-Gigabit internet access to homes and businesses in small and medium-sized communities across the Southeast and Midwest U.S. www.GoKinetic.com _________________________________________________________ About this Role: The Strategic Account Director will focus on business development by positioning and selling Kinetic’s full suite of strategic products and services to an assigned geographic base of customers. Our goal is to increase wallet share, increase customer satisfaction with Kinetic, reduce churn, and increase our customer base utilization of strategic next-gen services. The Strategic Account Director will leverage a full support team consisting of the Customer Success Manager and Sales Engineering team. Selling new logo enterprise prospects and developing customer targets within an assigned territory. This position serves as the point of contact to educate prospective and existing customers about the full suite of Uniti solutions (network services, the UCAAS portfolio, managed services for LAN/WAN/Security, professional services defined as advisory services, migration and governance, and PMO offerings for network, cloud, and security.) As the Account Director, you will provide valuable insights into the industry, gain an understanding of clients’ business-impacting challenges, and make recommendations to support clients’ strategic initiatives. What You’ll Do: • Develop client relationship management strategies, establish strong relationships, and suggest innovative solutions to meet client needs. • Develop a deep understanding of a customer’s business, corporate priorities, and industry to effectively identify solutions that align with the customer’s strategy and needs. • Develop, own, and document each customer's multi-faceted account plan and growth strategy; manage priorities and eco-system partners to meet established milestones and achieve sales growth objectives. • Act with a sense of urgency and work in close partnership with the Kinetic Sales & Operations organization to ensure that customer issues are resolved quickly. • Develop and implement plans to create additional opportunities to cross-sell and up-sell accounts and increase overall total customer spend. • Manage a pipeline of opportunities in saleforce.com, including generating accurate forecasts and attaining assigned quotas. • Participate in and successfully complete all required training; participate in team meetings and activities as required. Do You Have: • Verifiable record of success in enterprise-level sales, whose customer-oriented approach and sales expertise result in increased profitability. • Prior strategic account management and consultative sales experience selling multiple products and solutions to large businesses. • Strong interpersonal, organization, time management, listening, presentation, and verbal and written communication skills. • Ability to confidently network, build rapport, and develop trusted relationships over time to execute mid to long-term account plans. • Excellent presentation skills and ability to speak with business professionals at all levels in an organization and across multiple lines of business. • Strong PC skills, including expertise in MS Office. • Experience building account plans and leading customer business reviews (MBRs and QBRs). • Experience driving strategic consulting services into new accounts while consistently achieving or exceeding sales goals by generating and maintaining a qualified pipeline. • A college degree or equivalent and 6+ years of field sales experience directly related to the job (outside, direct sales experience) or 10+ years of job-related field sales experience, or an equivalent combination of education and job-related field sales experience, are required. Even Better: • Strong business, financial, and technical acumen with negotiation and closing proficiency. Strong problem-solving and analytical skills. • Working knowledge of selling cloud-based communications and data solutions. • Independent, stress-tolerant, self-motivated, competitive, assertive, pro-active, and results-oriented; able to work with minimum direction. • Adept at prospecting and using effective consultative selling practices. • Understands market dynamics, including demographics. Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66% Audio Visual Needs- Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33% Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier The starting compensation range for this job is $68,800 to $82,500. _________________________________________________________ Our Benefits: • Medical, Dental, Vision Insurance Plans • 401K Plan • Health & Flexible Savings Account • Life and AD&D, Spousal Life, Child Life Insurance Plans • Educational Assistance Plan Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience. Notice to Non-U.S. Citizens: Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@uniti.com as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements. Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to criminal background check, drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. A prior criminal record will NOT automatically disqualify a candidate but will be evaluated on a case-by-case basis considering a number of factors, including but not limited to the nature and specific duties of the position. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.