Role Overview
We are seeking an experienced AI Services Delivery Lead to oversee the design, delivery, and adoption of AI-powered capabilities within a large contact center transformation program. The role will be accountable for the end-to-end delivery of AI solutions such as Call Summarization, Knowledge AI, Intent Analysis, Sentiment Analysis, Automated Quality Monitoring, and Speech-to-Text across multiple regions and business units.
The Delivery Lead will manage cross-functional teams, vendors, and stakeholders to ensure AI solutions are delivered on time, meet business requirements, and drive measurable improvements in customer experience, agent efficiency, and operational performance.
Key Responsibilities
- Lead the end-to-end delivery of AI/Gen-AI capabilities within the contact center transformation program.
- Own the program roadmap for AI services across voice, chat, and digital channels.
- Collaborate with Business Analysts, Solution Architects, and Product Owners to translate business requirements into delivery plans.
- Manage delivery of AI features including:
- Call Summarization & Automated Notes
- Knowledge AI (knowledge recommendations & retrieval)
- Intent Detection & Sentiment Analysis
- Automated Quality Monitoring (AQM)
- Speech-to-Text transcription
- Partner with vendors and internal IT teams to drive solution design, integration, and configuration.
- Establish success criteria, KPIs, and ROI measurement frameworks for AI initiatives.
- Drive pilot implementations, scaling, and global rollouts, ensuring standardization and adoption.
- Manage risk, dependencies, and change control for AI services delivery.
- Provide executive-level reporting on delivery progress, risks, and value realization.
- Champion AI adoption by working closely with operations, training, and quality teams.
- Continuously assess new AI/Gen-AI innovations and recommend applicability to the program.
Must-Have Skills & Experience
- Proven track record with 12+ years of experience as a Delivery Lead / Program Manager / Engagement Lead in AI/Gen-AI solutions for contact centers.
- At least 5 years in AI/Gen-AI program delivery and , with at least 7-8 years on Genesys Cloud or equivalent CCaaS platforms.
- Hands-on delivery experience with AI capabilities including call summarization, knowledge AI, sentiment & intent analysis, AQM, and transcription.
- Strong experience with tools & platforms such as:
- Knowmax
- Genesys Cloud CX
- Google CCAI & Dialogflow
- Rezo.ai
- Uniphore
- Amazon Connect
- Cogito
- Strong understanding of contact center operations, customer journeys, and agent workflows.
- Demonstrated ability to manage large-scale global programs with multiple stakeholders and vendors.
- Excellent leadership, governance, and stakeholder communication skills.
Good-to-Have Skills & Experience
- Experience integrating AI capabilities with CRM, WFM, and Quality systems.
- Exposure to speech analytics, real-time agent assist, and predictive AI solutions.
- Familiarity with data enablement, KPIs, and analytics frameworks.
- Agile delivery experience, including Scrum or SAFe program management.
- Previous experience working with multi-country or global delivery models.
Qualifications
- Bachelor's or Master's degree in Computer Science, AI/ML, Data Analytics, or Business Management.
