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Develop and own the AI/GenAI strategy and roadmap for assisted-service channels.
Identify and prioritize opportunities to enhance customer experience, automate tasks, and improve agent productivity.
Lead a cross-functional team in delivering AI solutions, including integrations, models, APIs, and scalable system designs.
Implement AI capabilities across chat, IVR, agent assist, workforce management, and quality assurance platforms.
Align with Data/GenAI, Cloud Engineering, Operations, and business teams to ensure strategic and operational consistency.
Communicate progress and value through executive updates, dashboards, and ROI reporting.
Ensure compliance with risk, security, governance, and ethical AI standards.
Establish frameworks to measure impact, including containment, AHT reduction, productivity, deflection, cost savings, and customer satisfaction.
Qualifications
8+ years in product management, with 3+ years in AI/ML, GenAI, or automation leadership.
Experience implementing AI in large enterprises, preferably in contact centers or digital banking.
