AI Voicebot Adoption Expert

About the role

At Santander, we are building a world-class AI & Data organization to drive innovation at scale and impact the lives of over 170 million people globally. As part of our strategic ambition to become an AI-First bank, we are seeking an AI Voicebot Adoption Expert—a passionate technologist and strategic influencer who will accelerate the adoption of generative AI and development-oriented AI tools across our global technology teams.

Responsibilities

• Lead end-to-end adoption of Generative AI–based voicebots across customer service, sales, collections, and internal operations, from pilots to large-scale production.
• Own the global voicebot adoption roadmap, ensuring alignment with business priorities, customer experience targets, and contact center transformation strategies.
• Drive standardization of voicebot architectures, conversation patterns, and operating models across countries and business units.
• Partner closely with Contact Center, Operations, CX, and IT teams to embed voicebots into existing telephony, IVR, CRM, and workforce management ecosystems.
• Support the redesign of operational processes impacted by voice automation, including escalation models, human-in-the-loop frameworks, and agent coexistence.
• Ensure smooth onboarding of voicebots into day-to-day operations, minimizing disruption and maximizing acceptance by agents and supervisors.
• Design and execute change management strategies specific to voice automation, including communication plans, training materials, and operational playbooks.
• Educate business and operations teams on voicebot capabilities, limitations, and best practices to drive trust and adoption.
• Identify cultural, operational, and organizational adoption barriers and proactively address them.
• Define and track KPIs such as call containment, task completion rates, average handling time reduction, customer satisfaction (CSAT), and automation ROI.
• Ensure voicebot solutions comply with regulatory, ethical AI, data privacy, and model governance standards.

Requirements

• Professional Experience: 6–10 years of experience in digital transformation, AI adoption, product management, or technology program leadership roles.
• Experience: Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments.
• Experience: Experience working in global, multi-country environments.
• Skills: Strong knowledge of contact center operations and voice channels, including telephony integration and agent workflows.
• Skills: Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar).
• Skills: Background in financial services or regulated industries.
• Skills: Familiarity with Responsible AI, model governance, and AI risk management frameworks.
• Soft Skills: Excellent communication and influencing skills, especially with non-technical stakeholders.
• Languages: Fluent English.

What You’ll Bring

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Professional Experience: 6–10 years of experience in digital transformation, AI adoption, product management, or technology program leadership roles.
• Experience: Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments.
• Experience: Experience working in global, multi-country environments.
• Skills: Strong knowledge of contact center operations and voice channels, including telephony integration and agent workflows.
• Skills: Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar).
• Skills: Background in financial services or regulated industries.
• Skills: Familiarity with Responsible AI, model governance, and AI risk management frameworks.
• Soft Skills: Excellent communication and influencing skills, especially with non-technical stakeholders.
• Languages: Fluent English.