AI Voicebot Adoption Expert

santander; Santa Bàrbara; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Santander is seeking an AI Voicebot Adoption Expert to accelerate generative AI tooling across global technology teams. You will lead cross-functional initiatives to integrate AI into software development workflows, aligning with customer experience targets and contact-center transformation strategies.

You will collaborate with engineering, operations, CX, and IT to embed voicebots into telephony, CRM, and staffing models, driving adoption, governance, and measurable outcomes across regions.

Formación

• 6-10 years of experience in digital transformation, AI adoption, product management, or technology program leadership roles.
• Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments.
• Experience working in global, multi-country environments.
• Experience with voice technologies, speech-to-text / text-to-speech, or IVR modernization.
• Experience with regulatory, ethical AI, data privacy, and model governance standards.

Responsabilidades

• Lead the end-to-end adoption of Generative AI-based voicebots across customer service, sales, collections, and internal operations, from pilots to large-scale production.
• Own the global voicebot adoption roadmap, ensuring alignment with business priorities, customer experience targets, and contact center transformation strategies.
• Drive standardization of voicebot architectures, conversation patterns, and operating models across countries and business units.
• Partner with Contact Center, Operations, CX, and IT teams to embed voicebots into telephony, IVR, CRM, and workforce management ecosystems.
• Support the redesign of operational processes impacted by voice automation, including escalation models and human-in-the-loop frameworks.
• Define and track KPIs such as call containment, task completion rates, CSAT, and automation ROI.

Conocimientos

AI adoption

Digital transformation

Product management

Technology program leadership

Voicebot adoption

IVR automation

Global teamwork

Herramientas

Speech-to-Text

Text-to-Speech

IVR systems

Descripción del empleo

AI Voicebot Adoption Expert

Country: Spain

IT STARTS HERE

Santander ( www.santander.com ) is evolving from a global, high-impact brand into a technology-driven organization , and our people are at the heart of this journey. Together , we are driving a customer-centric transformation that values bold thinking, innovation , and the courage to challenge what's possible.

This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference .

Our Chief Data & Artificial Intelligence Officer (CDAIO) division is building a world-class AI & Data team to make a difference in the lives of over 170 million people worldwide, through one of the largest banks in the world.

We are undergoing one of the biggest transformations in our history and technology is at the heart of our strategy. Join our team to play a part in one of the most important technological projects for the financial sector in the world.

Our mission is to contribute to helping more people and businesses prosper.

We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Santander is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation.

THE DIFFERENCE YOU MAKE

About the Role

At Santander, we are building a world-class AI & Data organization to drive innovation at scale and impact the lives of over 170 million people globally. As part of our strategic ambition to become an AI-First bank, we are seeking an AI Voicebot Adoption Expert - a passionate technologist and strategic influencer who will accelerate the adoption of generative AI and development-oriented AI tools across our global technology teams.

In this role, you will lead cross-functional initiatives to integrate state-of-the-art AI tooling in software development workflows. You will work at the intersection of technology, change management, and culture, helping our engineering community unlock new levels of productivity and innovation.

Key Responsibilities

Voicebot Adoption & Scaling

• Lead the end-to-end adoption of Generative AI-based voicebots across customer service, sales, collections, and internal operations, from pilots to large-scale production.
• Own the global voicebot adoption roadmap, ensuring alignment with business priorities, customer experience targets, and contact center transformation strategies.
• Drive standardization of voicebot architectures, conversation patterns, and operating models across countries and business units.

Contact Center & Operations Transformation

• Partner closely with Contact Center, Operations, CX, and IT teams to embed voicebots into existing telephony, IVR, CRM, and workforce management ecosystems.
• Support the redesign of operational processes impacted by voice automation, including escalation models, human-in-the-loop frameworks, and agent coexistence.
• Ensure smooth onboarding of voicebots into day-to-day operations, minimizing disruption and maximizing acceptance by agents and supervisors.

Change Management, Enablement & Adoption

• Design and execute change management strategies specific to voice automation, including communication plans, training materials, and operational playbooks.
• Educate business and operations teams on voicebot capabilities, limitations, and best practices to drive trust and adoption.
• Identify cultural, operational, and organizational adoption barriers and proactively address them.

Performance, Governance & Continuous Improvement

• Define and track KPIs such as call containment, task completion rates, average handling time reduction, customer satisfaction (CSAT), and automation ROI.
• Ensure voicebot solutions comply with regulatory, ethical AI, data privacy, and model governance standards.

WHAT YOU'LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We're enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• 6-10 years of experience in digital transformation, AI adoption, product management, or technology program leadership roles. (Required).
• Proven experience leading the adoption of voicebots, IVR automation, or Conversational Voice AI in enterprise or contact center environments. (Required).
• Experience working in global, multi-country environments. (Preferred).
• Experience with voice technologies, speech-to-text / text-to-speech, or IVR modernization. (Preferred).

Hard Skills

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