AI Deployment Lead

About the Role 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.