Manager, Intelligent Communication Systems in Houston, Texas at San Jacinto College

Manager, Intelligent Communication Systems - District Office

• Journey Mapping & Analysis: Using the College’s CX strategy and a One-College design approach, assess the student and stakeholder journey using data and metrics to evaluate CX performance, identify friction points, and pinpoint improvement opportunities across digital environments.
• AI Voice and Chatbot Design: Work with vendors to architect and deploy AI-driven Voice and Chatbots that optimizes seamless CX while balancing performance, latency, accuracy, cost, and operational complexity, particularly for chatbot functionality.
• Vendor & Tool Management: Facilitate the evaluation and selection of AI chatbot and communication vendors, managing the lifecycle of chatbot products from design to production.

• Operational Oversight Support: Serves as the interim leader in the Director, Intelligent Communications absence.
• Mentor and Manage Team: Mentor and manage a team, setting high execution standards for model training, data modeling and conversational design.
• Model Training & Accuracy: Responsible for ensuring labeling, validation, and training of AI models (specifically in NLP) to improve accuracy (e.g., reducing "confusion" metrics in bots).
• Quality Control (RLHF): Ensure Reinforcement Learning from Human Feedback (RLHF) to optimize model performance, accuracy, and ethical alignment.

• KPI Development: Define and measure success metrics (e.g., bot containment, containment, accuracy rates) to evaluate AI ROI.
• System Performance Monitoring: Oversee the operational health of AI components (security, observability).

• Responsible for human resources management assigned to this position. This includes:
  • Lead, mentor, and supervise EIS leadership team, promoting performance and team empowerment.
  • Recommend staffing, contractor levels, budgets, resource forecasting, and organization structure to ensure optimum service delivery
  • Hire and train staff
  • Staff development
  • Ensure that performance management activities including evaluations and rating validations are completed in a timely manner
  • Ensure that staff issues within the team are addressed in accordance with the college’s policies and procedures.

• Other duties as assigned

• Knowledge of UCaaS/CCaaS, and call routing.
• Practical experience with conversational AI tools and low-code AI platforms.
• Analytical Thinking & Detail Orientation: Ability to analyze model outputs and detect subtle errors that impact performance.
• Communication: Excellent written and verbal skills for developing annotation guidelines and creating dialogue.

• Bachelor’s degree from accredited institution required.

• Minimum seven (3) years in communication systems and AI.

• Master’s degree or above from accredited institution preferred.
• Experience in Higher Education preferred.

Salary Grade: 121

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req6360

Posting Close Date: 8/14/2026 at 6 pm CST

Applicant Support:
If you need assistance with the application process, please contact the Cornerstone Support Team at 281-998-6387, option 3, or email cornerstonesupport@sjcd.edu.

Note: Due to the number of applications we receive, we are unable to follow-up with every applicant individually. If your qualifications meet the requirements for the position, and you are selected for an interview, we will contact you. You can review your application status by logging into the Cornerstone system.

Equal Opportunity Statement: The San Jacinto College District is committed to equal opportunity for all students, employees, and applicants without regard to race, creed, color, national origin, citizenship status, age, disability, pregnancy and pregnancy-related conditions, religion, gender/sex, sexual orientation, gender expression or identity, genetic information, marital status, or veteran status in accordance with applicable federal and state laws. The following College official has been designated to handle inquiries regarding the College's non-discrimination policies: Sandra Ramirez, VCHR Org/Talent Effectiveness, 4620 Fairmont Pkwy., Pasadena, TX 77504, 281-991-2659. sandra.ramirez@sjcd.edu.