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

• Hard Skills: Solid understanding of Generative AI and LLM-based conversational architectures, including speech-to-text (STT), text-to-speech (TTS), NLU, dialog orchestration, and prompt design.
• Hard Skills: Strong knowledge of contact center operations and voice channels, including telephony integration and agent workflows.
• Hard Skills: Demonstrated success managing complex, cross-functional initiatives with business, technology, AI, and compliance stakeholders.
• Hard Skills: Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar).
• Hard Skills: Ability to define adoption metrics, operational KPIs, and value realization frameworks.
• Hard Skills: Background in financial services or regulated industries.
• Hard 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.

Pay

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. 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. (Required).Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments. (Required).Experience working in global, multi-country environments. (Preferred).Experience with voice technologies, speech-to-text / text-to-speech, or IVR modernization. (Preferred). Hard Skills Solid understanding of Generative AI and LLM-based conversational architectures, including speech-to-text (STT), text-to-speech (TTS), NLU, dialog orchestration, and prompt design. (Required).Strong knowledge of contact center operations and voice channels, including telephony integration and agent workflows. (Required).Demonstrated success managing complex, cross-functional initiatives with business, technology, AI, and compliance stakeholders. (Required).Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar). (Preferred).Ability to define adoption metrics, operational KPIs, and value realization frameworks.Background in financial services or regulated industries. (Preferred).Familiarity with Responsible AI, model governance, and AI risk management frameworks. (Required). Soft Skills Excellent communication and influencing skills, especially with non-technical stakeholders. (Required). Languages Fluent English. (Required).

Schedule

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. 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. (Required).Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments. (Required).Experience working in global, multi-country environments. (Preferred).Experience with voice technologies, speech-to-text / text-to-speech, or IVR modernization. (Preferred). Hard Skills Solid understanding of Generative AI and LLM-based conversational architectures, including speech-to-text (STT), text-to-speech (TTS), NLU, dialog orchestration, and prompt design. (Required).Strong knowledge of contact center operations and voice channels, including telephony integration and agent workflows. (Required).Demonstrated success managing complex, cross-functional initiatives with business, technology, AI, and compliance stakeholders. (Required).Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar). (Preferred).Ability to define adoption metrics, operational KPIs, and value realization frameworks.Background in financial services or regulated industries. (Preferred).Familiarity with Responsible AI, model governance, and AI risk management frameworks. (Required). Soft Skills Excellent communication and influencing skills, especially with non-technical stakeholders. (Required). Languages Fluent English. (Required).

Benefits

• Competitive rewards: Receive a highly competitive salary with performance-based bonuses, motivating you to keep growing with us.
• Financial advantages: Benefit from preferential banking terms, special interest rates on loans, life insurance, and more.
• Your health is our priority: Through BeHealthy, our global wellness programme, we promote Holistic wellbeing.
• Family-friendly programs: Offer childcare support and family-friendly programmes tailored to each life stage.
• Legal, emotional, and administrative advisory services: Get access to Santander Contigo, our program for employees and their families.
• Exclusive discounts and offers: Enjoy exclusive discounts and offers for Santander employees.

Pay

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. 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. (Required).Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments. (Required).Experience working in global, multi-country environments. (Preferred).Experience with voice technologies, speech-to-text / text-to-speech, or IVR modernization. (Preferred). Hard Skills Solid understanding of Generative AI and LLM-based conversational architectures, including speech-to-text (STT), text-to-speech (TTS), NLU, dialog orchestration, and prompt design. (Required).Strong knowledge of contact center operations and voice channels, including telephony integration and agent workflows. (Required).Demonstrated success managing complex, cross-functional initiatives with business, technology, AI, and compliance stakeholders. (Required).Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar). (Preferred).Ability to define adoption metrics, operational KPIs, and value realization frameworks.Background in financial services or regulated industries. (Preferred).Familiarity with Responsible AI, model governance, and AI risk management frameworks. (Required). Soft Skills Excellent communication and influencing skills, especially with non-technical stakeholders. (Required). Languages Fluent English. (Required).

Schedule

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. 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. (Required).Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments. (Required).Experience working in global, multi-country environments. (Preferred).Experience with voice technologies, speech-to-text / text-to-speech, or IVR modernization. (Preferred). Hard Skills Solid understanding of Generative AI and LLM-based conversational architectures, including speech-to-text (STT), text-to-speech (TTS), NLU, dialog orchestration, and prompt design. (Required).Strong knowledge of contact center operations and voice channels, including telephony integration and agent workflows. (Required).Demonstrated success managing complex, cross-functional initiatives with business, technology, AI, and compliance stakeholders. (Required).Hands-on exposure to Conversational AI platforms (e.g., Google Dialogflow, Amazon Bedrock, Genesys, Sierra or similar). (Preferred).Ability to define adoption metrics, operational KPIs, and value realization frameworks.Background in financial services or regulated industries. (Preferred).Familiarity with Responsible AI, model governance, and AI risk management frameworks. (Required). Soft Skills Excellent communication and influencing skills, especially with non-technical stakeholders. (Required). Languages Fluent English. (Required).

Benefits

• Competitive rewards: Receive a highly competitive salary with performance-based bonuses, motivating you to keep growing with us.
• Financial advantages: Benefit from preferential banking terms, special interest rates on loans, life insurance, and more.
• Your health