AI Voice & CX Transformation Lead (Hybrid)

Michael Page; Philippines; Hybrid; PHP 1,800,000 - 2,800,000; Full time

Job summary

Michael Page is seeking a senior AI-Transformation Lead to spearhead an enterprise-wide conversational AI program, shaping the roadmap across voice and digital channels, and partnering with business leaders to translate challenges into scalable AI solutions.

This hybrid role in the Philippines offers exposure to senior executives, vendor management, and a chance to build a specialised AI team driving customer experience innovations.

Qualifications

• Bachelor's degree in Business, Technology, Engineering, Telecommunications, or related field.
• Minimum 8 years of experience in contact centres, CX, telecommunications, BPO, or related industries.
• Proven leadership in customer engagement technology initiatives involving telephony or AI solutions.
• Strong understanding of contact centre operations, customer journeys, and interaction technologies.
• Experience evaluating and managing technology vendors, including platform assessments.
• Ability to influence executive stakeholders and lead cross-functional transformation.
• Experience leading specialist teams in business transformation, AI, or customer operations.

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 operational 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

Vendor management

Cross-functional leadership

Telephony expertise

AI strategy

Education

Bachelor's degree

Tools

Contact centre platforms

Conversational AI platforms

Voice automation platforms

Job description

Michael Page is seeking a senior AI-Transformation Lead to spearhead an enterprise-wide conversational AI program, shaping the roadmap across voice and digital channels, and partnering with business leaders to translate challenges into scalable AI solutions.

This hybrid role in the Philippines offers exposure to senior executives, vendor management, and a chance to build a specialised AI team driving customer experience innovations.