About this role
Manager within Process, Innovation and Technology (PIT) team, serving as AI SME and Business Product Owner for contact center technologies. Leads AI-enabled automation efforts to accelerate agent productivity and improve customer experience through AI agents and prompt engineering.
Key Responsibilities
- Serve as the AI SME and Business Product Owner for contact center technologies
- Design, develop, and deploy AI agents to automate workflows
- Collaborate with IT and business stakeholders to define requirements and AI use cases
- Lead deployment, testing, and optimization of generative AI models
- Develop executive-level insights and manage change across teams
Technical Overview
Focus on generative AI, agentic AI, prompt engineering, LLM deployment, and AI governance for contact center environments; builds and maintains AI agent libraries and mentors cross-functional teams on AI capabilities.
Ideal Candidate
The ideal candidate is a mid-to-senior AI/ML product owner with at least 1 year of hands-on generative AI and prompt engineering experience, capable of delivering scalable AI-enabled solutions in a contact-center context. They should excel at cross-functional collaboration, stakeholder communication, and turning AI innovations into practical business outcomes.
Must-Have Skills
A minimum of 1 year of demonstrated experience with generative AIagentic AIand emerging technologies in customer service or operational environmentsA minimum of 1 year of demonstrated experience with prompt engineeringA minimum of 1 year of proven experience serving as a Business Product Owner or similar roleBachelor's degree or certification in AI/CS-related field or equivalent demonstrated work experienceExperience leading cross-functional initiatives and delivering scalable AI-enabled solutionsStrong understanding of agile methodologies (Scrum/Lean) and ability to prioritize requirements
Nice-to-Have Skills
Experience with omni-channel contact center platformsKnowledge of workforce managementQAperformance trackingAbility to translate data into actionable executive-level insights
Required Skills
generative aiagentic aiprompt engineeringllmsnlpautonomous ai agentsai-enabled workflowsconversational aiagent assistreal-time routingsentiment analysisrisk detectiondecision supportcloud-based contact center platformsagilelean six sigmadata analysisstakeholder managementexecutive-level insights
Hard Skills
generative AIagentic AIprompt engineeringLLMsNLPautonomous AI agentsAI-enabled workflowsconversational AIagent assistreal-time routingsentiment analysisrisk detectiondecision supportcloud-based contact center platformsdata analysisstakeholder managementagile project managementLean Six Sigma
Soft Skills
excellent communicationstakeholder managementcross-functional collaborationstrategic thinkingmentorship
Certifications
Required
Agile Scrum CertificationLean Six Sigma Certification
Keywords for Your Resume
generative aiagentic aiprompt engineeringllmsnlpai agentsai-enabled solutionsconversational aiagent assistreal-time routingsentiment analysisrisk detectiondecision supportcloud-based contact center platformsagilelean six sigmastakeholder managementdata analysispythonbash
Deal Breakers
Lack of 1 year generative AI experience, Lack of prompt engineering experience, No Business Product Owner experience
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