Global AI Voicebot Adoption Leader

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

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.