Bachelor's degree in business, technology, engineering, data science, or related field; MBA or advanced degree is a plus.
3-5 years of experience in technology implementation, digital transformation, AI/automation, or contact center operations.
Experience deploying enterprise software or customer-facing technologies with exposure to AI, machine learning, or automation tools preferred.
Familiarity with contact center platforms such as IVR, CRM, and telephony tools like NICE CXone and Salesforce.
Strong analytical skills and experience using dashboards and KPIs.
Responsibilities
Lead the deployment of AI solutions including chatbots and predictive analytics.
Manage end-to-end implementation, from requirements gathering to performance tracking.
Align AI initiatives with business goals and compliance requirements.
Develop sentiment analysis and predictive models for operational improvements.
Monitor AI performance and identify optimization opportunities.
Generate actionable recommendations for contact center and field operations.
Serve as the central project manager, coordinating across multiple departments.
Benefits
Hybrid working model promoting work-life balance.
Opportunities for professional development and growth within the organization.
Engagement in innovative AI projects that shape customer experience.
Comprehensive benefits package supporting health and well-being.
Full Job Description
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.
