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AI Deployment Lead
Skills
AdoptionBusiness ProcessBusiness Process OutsourcingContact Center OperationsContact CentersCustomer Relationship ManagementLeadership
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years in high-volume BPO or contact center operations
- Proven experience deploying technology affecting 100+ headcount
- Strong process mapping and business process improvement background
- Experience with workflow design tools and process mapping
- Practical understanding of LLM capabilities and limitations
- Ability to direct AI through prompt engineering and audit outputs
- Experience with enterprise service platforms such as Zendesk Salesforce or Genesys
- Clear communication for non-technical operations teams
Nice to have
- Practical problem-solver
- Operationally focused
- Clear communicator
- Change management mindset
Day to day
- Lead the rollout of AI initiatives from pilot to production across customer service and back-office teams
- Redesign workflows to improve collaboration between AI systems and human operators while maintaining operational stability
- Create feedback loops, testing frameworks, and KPI tracking to drive adoption, measure ROI, and improve customer outcomes