Director of Contact Centre Transformation & AI

JSS Transform; Newcastle upon Tyne; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A global logistics company is seeking a visionary Project Director to lead the transformation of its contact centre operations. The successful candidate will design a digital-first model that integrates intelligent automation and AI technologies. Proven experience in leading large-scale transformations, a deep understanding of digital technologies, and strong leadership skills are essential for this role. This position will be pivotal in doubling productivity while reducing operational footprint.

Qualifications

• Proven experience leading large-scale contact centre transformation programmes.
• Deep understanding of AI, automation, and digital technologies in customer operations.
• Experience in logistics, retail, or large-scale service environments.

Responsibilities

• Design and deliver a future-ready contact centre model.
• Lead the implementation of cutting-edge solutions.
• Redesign team structures and workflows for agile operations.

Skills

Leadership

Stakeholder Management

AI Understanding

Automation Knowledge

Digital Technologies

Education

Degree in Business, Technology, or Operations

Tools

Salesforce

NICE

Genesys

Five9

Job description

A global logistics company is seeking a visionary Project Director to lead the transformation of its contact centre operations. The successful candidate will design a digital-first model that integrates intelligent automation and AI technologies. Proven experience in leading large-scale transformations, a deep understanding of digital technologies, and strong leadership skills are essential for this role. This position will be pivotal in doubling productivity while reducing operational footprint.