Lead Specialist, Agentic AI & Virtual Assistant Automation

About Us:

RunBuggy is the most technically advanced automotive logistics platform on the market. Period.

Backed by Porsche Ventures and Hearst Ventures, RunBuggy is transforming the way cars move. Our cutting-edge technology is trusted by some of the largest OEMs, captive finance companies, and automotive lenders in the world to streamline vehicle transportation at scale.

RunBuggy’s end-to-end platform connects car shippers and haulers in real time - eliminating the friction of traditional load boards and costly custom software. For shippers, RunBuggy integrates directly into existing management systems, reducing transportation costs and accelerating delivery timelines. For transporters, we offer a smarter, more profitable way to find, accept, and manage loads - all from a single app.

Since launching in 2019, RunBuggy has grown to over 150 team members, facilitated the movement of hundreds of thousands of vehicles, and attracted tens of thousands of transporters across the U.S.

We’re not just building a better logistics platform - we’re redefining the future of automotive transportation.

About the Role:

We are seeking a highly skilled, execution-driven Lead Specialist, Agentic AI & Virtual Assistant Automation to spearhead the implementation and optimization of Agentic AI virtual assistants across our omni-channel contact center ecosystem. This role is a cornerstone of our digital transformation strategy, driving innovation, scalability, and seamless customer experiences through intelligent automation.

As the Lead Specialist, Agentic AI & Virtual Assistant Automation you will be responsible for designing, deploying, and continuously improving AI-powered customer engagement solutions across voice, SMS, chat, and email channels. Your work will directly influence how we leverage cutting-edge AI technologies to enhance operational efficiency and elevate customer satisfaction.

What You Will Be Doing:

• Lead the design, development, and deployment of Agentic AI virtual assistants across multiple customer interaction channels. 
• Architect and implement omni-channel automation workflows using CCaaS platforms such as Genesys Cloud, NICE CXone, or Amazon Connect. 
• Collaborate with internal stakeholders to align AI solutions with business goals, compliance standards, and customer experience KPIs. 
• Own the technical execution of AI assistant implementations, including NLP/NLU configuration, intent training, and integration with backend systems. 
• Provide proof of execution through live demos, test environments, or production-ready virtual assistants (e.g., phone numbers, chat widgets, SMS endpoints). 
• Monitor performance, analyze conversational data, and iterate on assistant behavior to improve resolution rates and customer satisfaction. 
• Stay current with emerging technologies in conversational AI, LLMs, and customer engagement platforms. 
• Other duties as assigned.

What You Bring to the Team by Way of Skills and Experience:

• 5+ years of experience in contact center technology, with a focus on AI virtual assistants and automation.
• High school diploma required. Bachelor's degree preferred. 
• Proven hands-on experience implementing Agentic AI assistants across voice, chat, SMS, and email channels. 
• Deep technical expertise in CCaaS platforms (Genesys Cloud, NICE, Amazon Connect, etc.). Certifications in CCaaS platforms or conversational AI tools preferred.
• Strong understanding of NLP/NLU, conversational design, and AI lifecycle management. 
• Experience integrating AI assistants with CRM, ticketing, and backend systems via APIs. 
• Ability to demonstrate past implementations through live examples or sandbox environments. 
• Experience with LLM-based assistants and prompt engineering. 
• Familiarity with compliance frameworks (e.g., HIPAA, GDPR) in customer engagement. 
• Background in SaaS environments and agile development methodologies. 
• Excellent communication and collaboration skills across technical and non-technical teams. 

Travel Requirements:   

• This is an in-office position, 5 days a week in Tempe, AZ.   
• Could include travel outside of Arizona for conferences, team events, etc.   

What is in it for You and Why you Should Apply:

• Be at the forefront of AI-driven customer experience transformation. 
• Work with cutting-edge technologies in a fast-paced, innovative environment. 
• Collaborate with a passionate team driving meaningful impact across the organization. 
• Market-competitive pay based on education, experience, and location. 
• Highly competitive medical, dental, vision, Life w/ AD&D, Short-Term Disability insurance, Long-Term Disability insurance, pet insurance, identity theft protection, and a 401(k) retirement savings plan.
• Employee wellness program. 
• Employee rewards, discounts, and recognition programs.
• Generous company-paid holidays (12 per year), vacation, and sick time.
• Paid paternity/maternity leave.
• Monthly connectivity/home office stipend if working from home 5 days a week.
• A supportive and positive space for you to grow and expand your career.

Pay Range Disclosure: 

The advertised range represents the expected pay range for this position at the time of posting based on education, experience, skills, location, and other factors. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RunBuggy is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination, harassment, and retaliation on the basis of race, color, religion, sex (including gender identity and sexual orientation), pregnancy, parental status, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.