Job Description
We are seeking an AI Deployment Lead to bridge the gap between AI potential and operational reality. We need an operations-first leader who knows how to scale technology within a high-volume BPO or contact center environment. You will be responsible for taking AI pilots and turning them into stable, production-ready workflows that improve efficiency and agent experience.
What You'll Do
Operational Scaling & Strategy
From Pilot to Production: Lead the rollout of AI initiatives across customer service and back-office teams, ensuring they meet strict BPO performance and quality standards.
Process Re-engineering: Audit and redesign existing workflows to optimize the collaboration between AI systems and human operators.
KPI Ownership: Establish and monitor performance metrics to track the real-world ROI of AI deployments.
Implementation & Change Management
Feedback Loops: Create direct communication channels between frontline teams and technical partners to ensure AI tools solve actual user friction.
Operational QA: Build testing frameworks that evaluate AI performance based on business logic and customer outcomes, not just technical uptime.
Stakeholder Alignment: Manage expectations and drive adoption across operations leadership, clients, and frontline staff.
What We’re Looking For
Required Experience
BPO/Contact Center Operations: 5+ years of experience in a high-volume operations environment.
Implementation Track Record: Proven experience leading the deployment of technology (AI, RPA, or specialized CRM tools) that impacted a headcount of 100+.
Workflow Logic: Strong background in process mapping and business process improvement (BPI).
Technical Skills
Experience with workflow design tools and process mapping
AI/ML Literacy: A practical understanding of LLM capabilities and limitations. You don't need to code them, but you must know how to direct them (Prompt Engineering) and audit their outputs.
CRM & Tooling: Experience with enterprise service platforms (Zendesk, Salesforce, Genesys, etc.).
Soft Skills
Practical Problem-Solver: You prioritize operational stability and "what works" over technical novelty.
Clear Communicator: Ability to translate technical capabilities into clear instructions for non-technical operations teams.