AI Voicebot & Customer Automation Lead

Michael Page; Taguig; On-site; 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

• 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