AI Deployment Lead

What You'll Do

• Operational Scaling & Strategy
• From Pilot to Production: Lead the rollout of AI initiatives across customer service and back-office teams, ensuring they meet strict BPO performance and quality standards.
• Process Re-engineering: Audit and redesign existing workflows to optimize the collaboration between AI systems and human operators.
• KPI Ownership: Establish and monitor performance metrics to track the real-world ROI of AI deployments.
• Implementation & Change Management
• Feedback Loops: Create direct communication channels between frontline teams and technical partners to ensure AI tools solve actual user friction.
• Operational QA: Build testing frameworks that evaluate AI performance based on business logic and customer outcomes, not just technical uptime.
• Stakeholder Alignment: Manage expectations and drive adoption across operations leadership, clients, and frontline staff.

What We’re Looking For

• Required Experience
• BPO/Contact Center Operations: 5+ years of experience in a high-volume operations environment.
• Implementation Track Record: Proven experience leading the deployment of technology (AI, RPA, or specialized CRM tools) that impacted a headcount of 100+.
• Workflow Logic: Strong background in process mapping and business process improvement (BPI).
• Technical Skills
• Experience with workflow design tools and process mapping
• AI/ML Literacy: A practical understanding of LLM capabilities and limitations. You don't need to code them, but you must know how to direct them (Prompt Engineering) and audit their outputs.
• CRM & Tooling: Experience with enterprise service platforms (Zendesk, Salesforce, Genesys, etc.).
• Soft Skills
• Practical Problem-Solver: You prioritize operational stability and "what works" over technical novelty.
• Clear Communicator: Ability to translate technical capabilities into clear instructions for non-technical operations teams.