Role Overview

We are seeking an experienced AI Services Delivery Lead to oversee the design, delivery, and adoption of AI-powered capabilities within a large contact center transformation program . The role will be accountable for the end-to-end delivery of AI solutions such as Call Summarization, Knowledge AI, Intent Analysis, Sentiment Analysis, Automated Quality Monitoring, and Speech-to-Text across multiple regions and business units.

The Delivery Lead will manage cross-functional teams, vendors, and stakeholders to ensure AI solutions are delivered on time, meet business requirements, and drive measurable improvements in customer experience, agent efficiency, and operational performance .

Key Responsibilities

• Lead the end-to-end delivery of AI/Gen-AI capabilities within the contact center transformation program.
• Own the program roadmap for AI ser...