Manager II transformation

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations

Key Responsibilities:

• Identify and Prioritize Innovation OpportunitiesSpot gaps and inefficiencies in current customer service processes and evaluate where AI-like chatbots, sentiment analysis, or predictive routing-can add value.
• Lead AI Project Strategy and Road mappingDefine the vision, goals, and success metrics for AI initiatives, ensuring alignment with broader business objectives and customer experience goals.
• Oversee Cross-Functional CollaborationCoordinate with data scientists, engineers, operations, and customer experience teams to ensure smooth execution and adoption of AI solutions.
• Evaluate and Implement Emerging TechnologiesStay ahead of AI trends (e.g., generative AI, voice analytics, automation) and assess their feasibility and ROI for customer service use cases.
• Manage Vendor and Platform PartnershipsWork with external AI solution providers (like Observe.AI, Zendesk AI, or Microsoft Copilot) to integrate tools effectively and securely.
• Champion Change Management and AdoptionDrive internal buy-in, train teams on new tools, and ensure smooth transitions from legacy systems to AI-powered workflows.
• Monitor Performance and Optimize SolutionsTrack KPIs such as resolution time, CSAT, and AI accuracy iterate on models and workflows based on real-world feedback and data.
• Ensure Ethical AI Use and Data ComplianceUphold data privacy standards and ensure AI systems are transparent, fair, and compliant with regulations like GDPR or HIPAA.
• Foster a Culture of InnovationEncourage experimentation, run innovation sprints or hackathons, and promote a mindset of continuous improvement across teams.
• Report Outcomes to Leadership

Desired Skills:

• Basic Programming or ScriptingUseful for data extraction, automation, or integration tasks.
• Familiarity with AI/ML Concepts: Understand how speech analytics, NLP (Natural Language Processing), and machine learning models work helps in interpreting outputs from platforms like Observe.AI.
• Data Handling & Visualization: Ability to work with dashboards, analyze trends, and present insights using tools like Excel, Power BI, or Tableau.
• CRM & Contact Center Tools: Experience with platforms like Salesforce, Zendesk, or Genesys, which often integrate with Observe.AI.
• Data Privacy & Security Awareness: Especially important when handling customer conversations and sensitive information.
• Bias Awareness in AI: Understanding the limitations of AI models and ensuring fair, unbiased interpretation of results.
• Project Management Tools ProficiencyFamiliarity with tools like Jira, Trello, or Asana to manage tasks, timelines, and cross-functional collaboration.
• API Integration KnowledgeUnderstanding how to work with APIs-especially useful when integrating platforms like Observe.AI with CRMs or ticketing systems.
• Basic UI/UX AwarenessAbility to evaluate user experience and suggest improvements, especially for internal dashboards or agent-facing tools.

Disclaimer: -

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

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