Senior AI Solutions Deployment & Integrations Lead

TTEC; Metro Manila; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Flexible Spending Account (FSA)

Health Savings Account (HSA)

401(k)

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs (Per

Percepta College

Employee Rewards Program (Perci Perks)

Job summary

Percepta is seeking a Senior AI Solutions Deployment & Integrations Lead to own Wave-level deployment readiness and execution for AI initiatives. You will bridge solution design and on-the-ground rollout across sites, managing validation, go-live gates, and site-level changes with Operations leadership.

You will coordinate with IT and GLK Training to ensure readiness, while maintaining consistent customer experiences across languages and regional workflows.

Qualifications

• Bachelor’s degree in a related field.
• 5+ years deployment/PM experience in contact center tech.
• Experience managing multi-site rollouts across time zones.
• Experience in automotive or regulated contact center environments (Preferred).
• Familiarity with CCaaS/CRM migration and stabilization windows.
• Strong Change Management skills.
• Multilingual capability preferred.

Responsibilities

• Own Wave-level deployment readiness and execution across sites and regions.
• Lead embedded AI validation and the technical go-live gate.
• Document deployment blueprints for replication across additional sites and Waves.
• Coordinate with site Operations for agent/supervisor readiness ahead of go-live.
• Partner with IT on platform readiness and CCaaS/CRM coordination.
• Flag localization considerations to protect consistency across languages and workflows.

Skills

Deployment management

Multi-site rollout

Change management

Stakeholder communication

Autonomy

Bilingual capability

Education

Bachelor’s Degree in related field

Tools

NICE

Dynamics

Salesforce

Job description

At Percepta, we bring first-class service across each market we support. As Senior AI Solutions Deployment & Integrations Lead, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Senior AI Solutions Deployment & Integrations Lead owns Wave-level deployment readiness and execution for AI initiatives, making sure every rollout lands cleanly for the agents delivering it and the customers experiencing it.

This role serves as the operational bridge between solution design and on-the-ground execution across assigned sites and regions, leading embedded AI validation and the technical go-live gate to confirm solutions are reliable before they reach agents and customers.

In addition to deployment execution, this role leads site-level change management, coordinates with Operations leadership on agent and supervisor readiness, and documents deployment blueprints for replication across additional sites and Waves.

This role reports to the Senior Manager, AI Solutions Product Owner, and partners closely with AI Enablement leadership, IT, and GLK training teams to keep rollouts on track across the UK, Philippines, and India.

Core Objectives

• Ensure every Wave-level AI rollout lands reliably for the agents delivering it and the customers experiencing it

• Confirm solutions clear the technical go-live gate before reaching agents and customers

• Keep agents and supervisors prepared and confident using new tools on live customer interactions

• Build repeatable deployment blueprints for scaling AI initiatives across sites and Waves

• Protect consistency of the customer experience across languages, dialects, and regional workflows

During a Typical Day, You’ll

1. Deployment Readiness & Execution

• Own Wave-level deployment readiness and execution for AI initiatives across assigned sites and regions

• Lead embedded AI validation and the technical go-live gate, confirming solutions are reliable before they reach agents and customers

• Document deployment blueprints for replication across additional sites and Waves

• Deliver weekly status updates to the Sr. Manager, AI Solutions Product Owner and AI Enablement leadership

2. Site Change Management & Agent Enablement

• Coordinate with site Operations leadership to confirm agent and supervisor availability and readiness ahead of go-live

• Lead site-level change management activities, ensuring agents and supervisors are prepared and confident using new tools on live customer interactions

• Serve as the on-the-ground voice for agent experience issues, escalating friction points before they affect adoption or customer outcomes

3. Cross-Functional & Platform Coordination

• Partner with IT on platform readiness and CCaaS/CRM coordination

• Partner with GLK on training timing and content handoff

• Flag localization considerations, including language, dialect, and regional workflow variance, to protect consistency in the customer experience at scale

What You Bring to the Role

• Bachelor’s Degree in a related field

• 5+ years of experience in deployment management, implementation, or technical program management within a contact center or customer experience technology environment

• Experience managing multi-site rollouts across time zones, ideally spanning EU and NA or APAC

• Experience in automotive or other regulated contact center environments (Preferred)

• Prior experience with AI/automation pilot or Champion Sprint models (Preferred)

• Familiarity with CCaaS/CRM migration and stabilization windows (e.g., NICE, Dynamics, Salesforce)

• Strong Change Management skills, with experience briefing frontline supervisors and agents on new tools

• Comfortable operating with a high degree of autonomy and reporting cadence discipline (weekly updates, go/no-go gates)

• Bilingual or multilingual capability (Preferred), given multi-region site coverage

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k)

• Vacation/Sick Time and Paid Holidays

• Tuition Reimbursement

• Employee Assistance Program

• Employee Discount Program

• Training and Development Programs (Percepta College)

• Employee Rewards Program (Perci Perks)

A Bit More About Your Role

Success Metrics (First 6–12 Months)

• Wave rollouts consistently clear go/no-go gates and land cleanly on go-live dates across assigned sites

• Deployment blueprint adopted for replication across additional sites and Waves

• Strong agent and supervisor readiness and confidence scores ahead of go-live

• Reduced agent-experience escalations and friction points following launch

• Positive feedback from the Sr. Manager, AI Solutions Product Owner and AI Enablement leadership on reporting discipline and execution quality