What will you do?- Lead the deployment of AI solutions across chatbots, virtual agents, generative AI assistants, natural-language IVR, predictive analytics, and agent-assist tools.
- Manage end-to-end implementation including requirements, vendor coordination, configuration, testing, rollout, and performance tracking.
- Ensure AI initiatives align with business goals, operational needs, customer experience standards, and compliance requirements.
- Oversee development of sentiment analysis, customer insights, and predictive models that drive operational improvements.
- Monitor AI performance, identify optimization opportunities, and drive continuous improvement.
- Translate data into actionable recommendations for Contact Center leadership, Field Operations, and cross-functional partners.
- Serve as the central project manager coordinating across IT, Operations, Field, Sales, Training, and external vendors.
- Build and maintain project plans, timelines, dependencies, risks, and success metrics.
- Define KPIs, validate post-launch performance, and support change management, training, and adoption strategies.
- Gather feedback from frontline teams and customers to refine AI capabilities.
- Identify and prioritize new AI use cases and support business case development.
- Ensure ethical, secure, and sustainable AI deployment through governance frameworks.
- Oversee integration of AI tools with systems such as CRM, IVR, NICE, and Power BI.
- Facilitate cross-functional workshops to support ideation, planning, and continuous improvement.
What do you bring?- Bachelor's degree in business, Technology, Engineering, Data Science, or related field; MBA or advanced degree is an asset.
- 3-5 years of experience in technology implementation, digital transformation, AI/automation, or contact center operations.
- Experience deploying enterprise software or customer-facing technologies; exposure to AI, machine learning, NLP, or automation tools preferred.
- Familiarity with contact center platforms (IVR, CRM, WFM, QA, telephony) and tools such as NICE CXone, Salesforce, Dynamics, MuleSoft, and Agentic AI.
- Strong stakeholder management, vendor coordination, and cross-functional leadership skills.
- Understanding of data privacy, compliance, and ethical AI principles.
- Ability to translate operational needs into technical requirements and assess vendor capabilities.
- Strong analytical skills with experience using dashboards, KPIs, and performance insights.
- Comfortable partnering with data teams and solution architects to ensure scalable designs.
- Proven track record managing complex, multi-team technology projects from concept to rollout.
- Highly organized, able to manage competing priorities and deliver on tight timelines.
- Strong communicator capable of influencing at all levels and driving alignment.
- Proactive, results-oriented, and skilled at navigating ambiguity.
- Customer-centric mindset with a passion for improving frontline and customer experiences.
This post is for new vacancy.
We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.
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