Manager, AI Solutions Product Owner

About the role

The Manager, AI Solutions Product Owner at Percepta is responsible for creating and delivering amazing customer experiences through AI solutions. This role involves owning AI initiatives, collaborating with various departments, and ensuring solutions align with both agent and customer needs.

Responsibilities

• Own AI use-case intake and scoring, ensuring every initiative improves the agent or customer experience
• First-line reviewer for new AI solution requests, validating technical and design feasibility
• Maintain the AI solution taxonomy and approved tool list
• Design and configure AI Agents for reliable performance during live customer interactions
• Translate AI solution design into learning requirements and collaborate with GLK team on curriculum development
• Validate agent-facing documentation before training rollout
• Assess scale feasibility for validated use cases, including platform, licensing, and architecture implications
• Own the AI solution roadmap and manage the pipeline in coordination with CRM and tools product ownership
• Collaborate with Operations, IT, and client business stakeholders to align solution design, delivery timelines, and expectations
• Lead a team of Senior AI Solutions Deployment & Integrations Leads

Requirements

• Bachelor’s Degree in a related field
• 6+ years in product management, solution architecture, or AI/automation program ownership, preferably in a contact center, CRM, or customer experience technology environment
• Experience partnering with learning and development or training organizations to translate technical solutions into agent-facing enablement content
• Experience with CCaaS platforms (e.g., NICE CX1 or equivalent)
• Background in AI governance or responsible AI frameworks
• Demonstrated ability to run structured intake, scoring, and prioritization processes across a multi-stakeholder pipeline
• Strong written and verbal communication skills; comfortable presenting solution recommendations to senior stakeholders
• People leadership experience or readiness to manage a distributed team

Qualifications

• Working knowledge of conversational or agentic AI design patterns and enterprise CRM platforms (Dynamics 365, Salesforce)

Skills

• Structured intake, scoring, and prioritization processes
• Technical and design feasibility validation
• AI solution design and configuration
• Curriculum development and training
• Scale feasibility assessment
• Team leadership and collaboration

Benefits

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Pay

Competitive Salary with Incentives

Schedule

This role is primarily remote but may require occasional travel to our various locations. Collaboration with global stakeholders is essential; the role primarily operates during United States business hours (EST).