Delivery Lead
Core
Oversee the end-to-end design, delivery, and adoption of AI-powered capabilities within a large contact center transformation program.
Role type
Senior AI Services Delivery Lead
Builds
AI solutions for contact centers including Call Summarization, Knowledge AI, Intent Analysis, Sentiment Analysis, Automated Quality Monitoring, and Speech-to-Text.
Domain
Contact Center Operations / AI Services
Deliverable
production ML models | product features
Required skills
AI/Gen-AI program delivery, Genesys Cloud CX, Google CCAI & Dialogflow, Rezo.ai, Uniphore, Amazon Connect, Cogito, contact center operations, global program management, vendor management, stakeholder management, risk management, change control, executive reporting, AI adoption strategy.
Preferred skills
CRM/WFM/Quality system integration, speech analytics, real-time agent assist, predictive AI, data enablement, analytics frameworks, Agile/Scrum/SAFe, multi-country delivery models.
Technologies
Genesys Cloud CX, Google CCAI, Dialogflow, Rezo.ai, Uniphore, Amazon Connect, Cogito
Responsibilities
Lead end-to-end delivery of AI/Gen-AI capabilities across voice, chat, and digital channels; Own the program roadmap for AI services; Collaborate with Business Analysts, Solution Architects, and Product Owners to translate requirements into delivery plans; Manage delivery of specific AI features including Call Summarization, Knowledge AI, Intent Detection, Sentiment Analysis, AQM, and Speech-to-Text; Partner with vendors and internal IT teams for solution design, integration, and configuration; Establish success criteria, KPIs, and ROI measurement frameworks; Drive pilot implementations, scaling, and global rollouts; Manage risk, dependencies, and change control; Provide executive-level reporting on delivery progress and value realization; Champion AI adoption by working with operations, training, and quality teams; Continuously assess new AI/Gen-AI innovations for applicability.
Seniority
Senior, hands-on IC with program management scope
