Product & IT Project Management Manager
Core
Lead end-to-end adoption of AI-driven capabilities in Santander's global Contact Center ecosystem to transform customer service experiences across voice, chat, and conversational AI platforms.
Role type
Senior IC AI Product & IT Project Management Manager
Builds
AI-powered customer engagement solutions (LLM agents, speech analytics, smart routing) integrated into Genesys Cloud and Salesforce
Domain
Banking / AI & Conversational AI / Contact Center Operations
Deliverable
production ML models | product features
Required skills
AI transformation leadership, Contact Center technology expertise, AI integration architecture, cloud environment management, CI/CD and MLOps practices, prompt engineering, voice analytics, stakeholder management
Preferred skills
Agile team leadership, DevOps/DevSecOps, API design, financial services domain knowledge
Technologies
Genesys Cloud, Salesforce, AWS, GCP, Azure, Jenkins, Terraform, Docker, OpenAI, Google AI
Responsibilities
Lead global AI transformation roadmap for voice and chat channels; Identify and deploy AI solutions like LLM agents and speech analytics; Provide technical direction for conversational platforms across cloud environments; Evaluate and pilot new AI technologies with partners; Build business cases to prioritize and scale AI use cases globally
Seniority
Senior, hands-on IC with strategic leadership
