AI Deployment Lead

Remote

Full Time

Senior Manager/Supervisor

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.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

What is the largest headcount or seat-count operation you have personally designed or managed a workflow for? (e.g., <50 agents, 50-200, 500+)*

Which metrics have you been personally accountable for in past roles? (Check all that apply: AHT, CSAT/NPS, QA Accuracy, Agent Attrition, Revenue).*

In which of the following contact center environments have you implemented technology? (Inbound Customer Service, Outbound Sales, Collections, Back-Office/Data Processing, Technical Support).*

Which of the following BPO-standard tools have you directly configured or integrated with? (CRMs like Salesforce/Zendesk, WFM tools like IEX/Verint, Dialer systems like Genesys/Five9, or QA platforms).*

What is the primary reason you have seen a technology deployment fail on the production floor?*

Human Check*

Submit Application

Welcome to Ubiquity’s Career Page!

AI Deployment Lead

What We’re Looking For

Apply for this position