Assoc. Director, AI Transformation
Core
Leading strategy and implementation of AI-enabled capabilities to enhance customer experience, operational efficiency, and scalable service delivery in a regulated healthcare contact center environment.
Role type
Associate Director, AI Transformation (Strategic IC)
Builds
AI-driven solutions for agent assist, knowledge retrieval, call summarization, intent classification, quality monitoring, and trend analytics within Salesforce and NiCE platforms.
Domain
Healthcare/Life Sciences, Customer Service, AI & Automation
Deliverable
production ML models | product features | dashboards & analysis
Required skills
AI strategy, Salesforce/NiCE platform expertise, change management, stakeholder engagement, regulatory compliance, data privacy, cross-functional leadership
Preferred skills
AI implementation in healthcare/pharma, change management frameworks
Technologies
Salesforce, NiCE, AI/ML frameworks, CCaaS/CRM
Responsibilities
Define and execute strategic roadmap for customer service platforms; Identify high-value AI use cases; Lead cross-functional governance for AI use including risk assessment and validation; Evaluate emerging AI technologies and vendor solutions; Champion adoption of AI-enabled tools; Define KPIs for AI tool adoption and operational cost savings; Ensure AI solutions operate within medical, legal, regulatory, and privacy requirements.
Seniority
Senior, hands-on IC with strategic leadership
