Gen AI Strategy & Delivery Lead for Contact Centers

CIMB; Indonesia; On-site; IDR 300,000,000 - 600,000,000; Full time

Job summary

CIMB is seeking a strategic leader to define and drive Gen AI initiatives across the contact center and related products. The role focuses on building a roadmap, aligning IT, data science, and customer service teams, and ensuring regulatory compliance.

The candidate will target improved customer satisfaction, faster responses, and better ROI through AI implementations. The position involves staying ahead of Gen AI trends, managing budgets, and coordinating vendor relationships to deliver

Responsibilities

• Develop a comprehensive Gen AI strategy for optimizing contact center operations using generative AI tools and models.
• Create the Gen AI project roadmap and set priorities for short-term and long-term goals for AI deployment in the contact center and across other products.
• Collaborate with cross-functional teams, including IT, data science, and customer service, to ensure alignment with business objectives.
• Identify key trends in Gen AI and emerging technologies to recommend future initiatives and enhancements.
• Monitor the performance and ROI of Gen AI initiatives in the contact center, ensuring KPIs related to customer satisfaction, response time, and operational efficiency are met.
• Oversee budget planning and resource allocation to ensure optimal investment in AI tools, technologies, and talent.
• Develop performance reports, analyze the success of Gen AI implementations, and make recommendations for continuous improvement.
• Manage relationships with AI vendors and ensure that the chosen technology aligns with business requirements.
• Ensure collaboration across teams to implement Gen AI solutions efficiently and encourage a multidisciplinary approach to problem-solving.
• Establish clear goals and performance standards for team members, ensuring accountability and alignment with the overall project strategy.
• Ensure all AI implementations comply with relevant data privacy, security regulations, and industry standards.

Job description

CIMB is seeking a strategic leader to define and drive Gen AI initiatives across the contact center and related products. The role focuses on building a roadmap, aligning IT, data science, and customer service teams, and ensuring regulatory compliance.

The candidate will target improved customer satisfaction, faster responses, and better ROI through AI implementations. The position involves staying ahead of Gen AI trends, managing budgets, and coordinating vendor relationships to deliver