AI Voicebot And Customer Automation Lead

Michael Page; Philippines; On-site; 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

Job Description

• Lead enterprise-wide AI transformation initiatives
• Drive customer experience innovation at scale

About Our Client

Our client is a leading consumer finance organisation that leverages digital innovation to enhance customer engagement and operational efficiency.

Job Description

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

The Successful Applicant

• Bachelor's degree in Business, Technology, Engineering, Telecommunications, or a related field.
• Minimum 8 years of experience in contact centres, customer experience (CX), telecommunications, BPO, customer operations, or related industries.
• Proven experience leading customer engagement technology initiatives involving telephony, contact centre platforms, or conversational AI solutions.
• Strong understanding of contact centre operations, customer journeys, and customer interaction technologies.
• Experience evaluating and managing technology vendors, including commercial and platform assessments.
• Demonstrated ability to influence executive stakeholders and lead cross-functional transformation initiatives.
• Experience managing specialist teams within business transformation, AI, customer operations, or technology-enabled functions.
• Knowledge of conversational AI, voice automation platforms, telephony systems, and customer engagement technologies.

What's on Offer

• Opportunity to lead a high-impact AI and customer experience transformation programme.
• Strategic leadership role with visibility to senior executives and key business stakeholders.
• Exposure to emerging conversational AI technologies and enterprise-scale automation initiatives.
• Chance to build and develop a specialised team focused on innovation and customer engagement.
• Collaborative environment combining business strategy, technology, and operational excellence.
• Hybrid work arrangement of 2-3x a week in BGC, Taguig

Contact

Quote job ref: JN-072026-7073710

Requirements