AI Implementation Manager ( BPO) $$$$ Offline

Key Responsibilities:
 

• Lead the end-to-end implementation of AI and automation solutions (chatbots, voice bots, QA automation, AI assistants, RPA) using no-code / low-code platforms.
• Work closely with analysts and operations teams to gather requirements and turn them into clear, implementation-ready specifications.
• Explore the AI solutions market, communicate with vendors, run pilots.
• Coordinate integrations with existing systems such as CRM, ticketing tools, telephony, and QA platforms.
• Configure, test, and fine-tune AI solutions (flows, prompts, rules, dashboards) without deep programming.
• Prepare cost–benefit analyses and evaluate the operational impact of automation (FTE reduction, AHT improvement, performance gains).
• Support solution rollout, track key metrics, and continuously improve implemented AI tools.
• Make sure AI solutions align with business goals, operational processes, and data security standards.
   

Requirements:
 

• Experience in a Product Manager or Implementation Manager role within BPO or customer support environments.
• Practical, hands-on experience with AI and automation tools at the application level (chatbots, voice bots, QA automation, RPA, AI copilots).
• Good understanding of no-code / low-code platforms (bot builders, workflow automation tools, AI QA platforms).
• Experience working with external vendors and evaluating the results of implemented solutions.
• Strong communication skills and the ability to collaborate with both business and technical stakeholders.
• English proficiency at B2 level or higher.
   

Nice to Have:
 

• Experience with CRM or contact center platforms (Zendesk, Salesforce, Genesys, etc.).
• Understanding of core contact center KPIs (AHT, CSAT, FCR, QA).
• Experience running pilots and scaling AI solutions across multiple projects.