AI Conversational CX Lead: Voice & Automation

Michael Page; Taguig; Hybrid; PHP 450,000 - 900,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Michael Page is recruiting a senior leader to drive enterprise-wide AI transformation and customer experience innovation across voice and digital channels. You will define the AI roadmap, partner with executives, evaluate partners, and lead a specialist team in a hybrid role based in BGC, Taguig.

The successful applicant will have a strong background in contact centres, CX, and conversational AI, with proven vendor management and cross-functional leadership.

Qualifications

• Bachelor's degree in Business, Technology, Engineering, Telecommunications, or related field.
• Minimum 8 years in contact centres, CX, telecommunications, BPO, or related industries.
• Proven leadership of customer engagement technology and AI initiatives.
• Strong understanding of contact centre operations and customer journeys.
• Experience evaluating vendors and platform assessments.
• Ability to influence executives and lead cross-functional transformations.
• Knowledge of conversational AI and customer engagement technologies.

Responsibilities

• Define and execute the conversational AI roadmap across voice and digital channels.
• Identify opportunities to improve customer experience, scalability, and efficiency through automation.
• Partner with business leaders to translate challenges into AI-enabled solutions and present to senior leadership.
• Evaluate technology partners, manage vendor relationships, and drive platform strategy decisions.
• Act as SME for contact centre tech, telephony, and customer interaction workflows.
• Lead and develop a team of conversational AI specialists across business and tech teams.

Skills

Conversational AI

Voice/Telephony

Customer Experience

Vendor Management

Stakeholder Influence

Education

Bachelor's degree in Business/Tech/Engineering/Telecommunications

Tools

Contact Centre Platforms

Telephony Systems

AI Platforms

Job description

Michael Page is recruiting a senior leader to drive enterprise-wide AI transformation and customer experience innovation across voice and digital channels. You will define the AI roadmap, partner with executives, evaluate partners, and lead a specialist team in a hybrid role based in BGC, Taguig.

The successful applicant will have a strong background in contact centres, CX, and conversational AI, with proven vendor management and cross-functional leadership.