Director of AI Strategy & Solutions - Global Contact Centre
Core
Define and lead the global AI strategy for a contact centre serving millions of customer interactions across voice, chat, and digital channels.
Role type
Director of AI Strategy & Solutions
Builds
Scalable AI solutions including virtual agents, agent assist, knowledge automation, and conversational AI platforms
Domain
Financial services and healthcare contact centre operations
Deliverable
production ML models
Required skills
Conversational AI, virtual agents, agent assist, knowledge automation, intelligent routing, analytics, quality automation, solution architecture, platform selection, AI governance, market intelligence
Preferred skills
NICE telephony infrastructure integration, regulatory compliance, stakeholder management
Technologies
Conversational AI platforms, NICE telephony infrastructure, AI analytics tools
Responsibilities
Define and lead the global AI strategy; design, configure, and optimize AI solutions; build and manage the AI transformation roadmap; select and integrate AI technologies; establish AI governance frameworks; deliver measurable customer and business outcomes
Seniority
Director, strategic leadership with hands-on technical execution
