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Role Description

We're seeking an AI Deployment Lead to scale our existing AI initiatives across customer service and back office operations. This is a hands-on role that sits at the intersection of technology, operations, and change management. You'll take our AI pilots from proof-of-concept to production, driving measurable improvements in efficiency, quality, and customer experience across our BPO operations.

What You'll Do

• Scale AI Deployments (Months 1-6)
  • Assess current AI pilots (agentic/customer-facing and human-in-the-loop systems) and develop scale-up plans
  • Design implementation roadmaps that balance quick wins with long-term transformation
  • Build robust testing and quality assurance frameworks to ensure AI systems meet accuracy and performance standards
  • Establish metrics and monitoring systems to track AI performance, ROI, and business impact
• Drive Operational Integration (Ongoing)
  • Redesign workflows to optimize the handoff between AI agents and human operators
  • Work closely with operations teams to identify high-value use cases for AI augmentation
  • Develop protocols for exception handling, escalations, and continuous improvement
  • Create feedback loops between frontline teams and AI systems to improve model performance
• Enable Teams and Manage Change (Ongoing)
  • Train customer service and back office teams on working effectively alongside AI systems
  • Build internal champions who can drive adoption and provide peer support
  • Partner with HR and L&D to update training programs and performance metrics for AI-augmented roles
  • Communicate transparently with teams about AI's role and address concerns proactively
• Technical Implementation
  • Configure and fine-tune AI platforms (chatbots, virtual agents, RPA, document processing tools)
  • Collaborate with vendor partners and technical teams on integrations with existing systems (CRM, ticketing, ERP)
  • Troubleshoot technical issues and coordinate with vendors for resolution
  • Maintain documentation of system configurations, workflows, and best practices

Qualifications

• 3-5 years in operations, process improvement, or technology implementation roles (BPO/contact center experience strongly preferred)
• Proven track record implementing AI, automation, or similar technology in customer service or back office environments
• Hands-on experience with AI platforms such as conversational AI tools (e.g., Dialogflow, Amazon Lex), RPA (e.g., UiPath, Automation Anywhere), or document AI solutions
• Deep understanding of BPO operations, KPIs, and quality standards

Requirements

• Practical knowledge of AI/ML concepts, limitations, and appropriate use cases
• Ability to evaluate AI system performance and work with technical teams on improvements
• Experience with workflow design tools and process mapping
• Comfortable with data analysis to measure impact and identify opportunities

Benefits

• Exceptional change management skills—you know how to bring people along on a transformation journey
• Strong stakeholder management across technical teams, operations, clients, and frontline staff
• Pragmatic problem-solver who can balance innovation with operational stability
• Excellent communication skills; can translate technical concepts for non-technical audiences

Nice to Have

• Experience in a scaling or high-growth BPO environment
• Knowledge of customer service platforms (Zendesk, Salesforce Service Cloud, etc.)
• Familiarity with prompt engineering and LLM-based applications
• Certifications in project management, process improvement (Lean/Six Sigma), or AI/ML