Weekly Primer: March 17, 2025

This edition focuses on:

1. Life-like voice AI

2. Noteworthy Job Opportunities for CX Leaders

3. Q1 In-person meeting in San Jose at full capacity

1. Lifelike Voice AI

There is tremendous depth to the human voice. Our pauses, tone, and mannerisms speak just as loud as words.

That’s one reason voice AI has historically fallen short. Even advanced generative AI were responding in ways that felt emotionally flat.

This is beginning to change. Many well-funded companies are working towards making AI voices sound more natural. Companies like Rime, Hume, Sesame, and ElevenLabs are making significant progress. And their technology is powering some impressive outcomes.

For example, you can call a demo dental clinic provided by Retell at 415-876-5487. And you can check out Sesame’s impressive voice demo here: https://www.sesame.com/research/crossing_the_uncanny_valley_of_voice

(These are not sponsors of the CCAIA)

The Contact Center AI Association is putting together a LinkedIn Live event focused on the deployment of voice AI in CX operations. We will have a panel of three CX leaders that have deployed voice AI in their operations. And a moderator who is a CX leader who wants to deploy voice AI and is seeking advice from the three panelists.

Please reply to this email if you are a CX leader who has deployed voice AI in your organization and are willing to share your insights.

2. Noteworth Job Opportunities for CX Leaders

A. Director of Call Center Operations, Helm Law Group LLC

Helm Law Group LLC is looking for an individual who will be overseeing and optimizing all aspects of our operations, ensuring our processes are efficient, accurate, and scalable. Also reporting to the Chief Operating Officer, they will manage intake processes, partner law firm onboarding, workforce management, scheduling, inventory, and operational strategy.

This is a full-time remote position.

Check out the full job posting and apply here: https://www.linkedin.com/jobs/search/?currentJobId=4176991930&distance=25&f_E=5%2C6&f_TPR=r604800&geoId=103644278&keywords=director call center operations&origin=JOB_SEARCH_PAGE_JOB_FILTER&refresh=true

B. Head of Customer Operations, Semrush

Semrush is looking for an individual who will lead and optimize all aspects of customer support operations within the Retention division.

This is a full-time hybrid position located in Texas.

Check out the full job posting and apply here: https://www.linkedin.com/jobs/search/?currentJobId=4136461153&distance=25&f_E=5%2C6&f_TPR=r604800&geoId=103644278&keywords=director call center operations&origin=JOB_SEARCH_PAGE_JOB_FILTER&refresh=true

C. Chief Customer Officer, MOTER Technologies

MOTER Technologies is looking for an individual who will be a senior executive responsible for overseeing the entire customer experience strategy within the organization.

This is a full-time hybrid position located in Torrance, CA.

Check out the full job posting and apply here: https://www.linkedin.com/jobs/search/?currentJobId=4181473390&keywords=director call center operations

3. CCAIA’s Q1 In-Person Meeting on March 21

The in-person meeting in San Jose is at full capacity. Our next in-person meeting will be in Atlanta in Q2.