Manager, AI Solutions Product Owner

Percepta LLC; Northern (KY); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive salary with incentives

FSA/HSA

Vacation/Sick time & holidays

Tuition reimbursement

Employee assistance program

Employee discount program

Percepta College training

Job summary

Percepta LLC is seeking a Manager, AI Solutions Product Owner to drive the AI solution experience from intake to design and scaling, overseeing deployment for AI Agents used by contact center teams. This role emphasizes collaboration with Enablement, IT, and Operations, with a primary remote setup and occasional travel.

The position requires 6+ years in related roles, strong communication, and leadership capabilities, plus experience with CRM platforms and AI governance.

Qualifications

• Bachelor’s Degree in a related field is required.
• 6+ years in product management, solution architecture, or AI/automation program ownership.
• Experience partnering with learning and development or training organizations to translate technical solutions into agent-facing enablement content is required.
• Experience with CCaaS platforms (e.g., NICE CX1 or equivalent) is advantageous.
• Background in AI governance or responsible AI frameworks is advantageous.
• Working knowledge of conversational or agentic AI design patterns and enterprise CRM platforms (Dynamics 365, Salesforce) is required.
• Demonstrated ability to run structured intake, scoring, and prioritization processes across a multi-stakeholder pipeline.
• Strong written and verbal communication skills; comfortable presenting solution recommendations to senior stakeholders.
• People leadership experience or readiness to manage a distributed team.

Responsibilities

• Own AI use-case intake and scoring, tying initiatives to measurable improvements in agent or customer experience.
• Review new AI solution requests for feasibility before submission.
• Maintain the AI solution taxonomy and approved tool list.
• Design and configure AI Agents to support the program.
• Translate AI solution design into learning requirements with GLK.
• Validate agent-facing documentation before training rollout.
• Assess scale feasibility including platform, licensing, and architecture implications.
• Own the AI solution roadmap and pipeline with CRM/tools ownership.
• Coordinate with Operations, IT, and client stakeholders.
• Lead Senior AI Solutions Deployment & Integrations Leads for readiness and go-live across sites.

Skills

Leadership

Stakeholder alignment

Communication

AI concepts

CRM integration

Education

Bachelor’s Degree

Tools

NICE CX1

Job description

Job Description - Manager, AI Solutions Product Owner (04EEX)

Requisition Title

Requisition Title: Manager, AI Solutions Product Owner ( 04EEX )

United States

At Percepta, we bring first-class service across each market we support . As a Manager, AI Solutions Product Owner working remotely , 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 Manager, AI Solutions Product Owner is the AI solution experience specialist and product owner for Percepta's AI tooling, owning everything from use case intake through solution design to long-term scale feasibility. This role will be the AI solution owner for the AI Agents our contact center teams use every day, and the connective tissue between AI Enablement, learning and development, IT, and Operations.

During a Typical Day, You’ll

• Own AI use-case intake and scoring, ensuring every initiative that moves forward ties back to a measurable improvement in the agent or customer experience
• Serve as first-line reviewer for new AI solution requests, validating technical and design feasibility before submissions move forward
• Maintain the AI solution taxonomy and approved tool list across the program
• Own the design and configuration of AI Agents supporting the program, ensuring solutions perform reliably for agents on live customer interactions
• Translate AI solution design into learning requirements and partner with the Global Learning & Knowledge (GLK) team on curriculum development, ensuring training reflects real solution behavior
• Validate agent-facing documentation before training rollout, keeping the agent experience central to every design decision
• Assess scale feasibility for validated use cases, including platform, licensing, and architecture implications
• Own the AI solution roadmap and manage the pipeline in coordination with CRM and tools product ownership
• Partner closely with Operations, IT, and client business stakeholders to keep solution design, delivery timelines, and expectations aligned
• Lead a team of Senior AI Solutions Deployment & Integrations Leads delivering readiness and go-live execution across sites

What You Bring to the Role

• Bachelor’s Degree in a related field is required
• 6+ years in product management, solution architecture, or AI/automation program ownership, ideally within a contact center, CRM, or customer experience technology environment
• Experience partnering with learning and development or training organizations to translate technical solutions into agent-facing enablement content is required
• Experience with CCaaS platforms (e.g., NICE CX1 or equivalent) is advantageous
• Background in AI governance or responsible AI frameworks is advantageous
• Working knowledge of conversational or agentic AI design patterns and enterprise CRM platforms (Dynamics 365, Salesforce) is required
• Demonstrated ability to run structured intake, scoring, and prioritization processes across a multi-stakeholder pipeline
• Strong written and verbal communication skills; comfortable presenting solution recommendations to senior stakeholders
• People leadership experience or readiness to manage a distributed team

What You Can Expect

• Competitive Salary with Incentives
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)

A Bit More About Your Role

This role is primarily remote but may require occasional travel to our various locations.

Collaboration with global stakeholders is essential; the role primarily operates during United States business hours (EST).

• Percepta provides the equipment for this position.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility - We listen first, lead with empathy, and stay grounded - so people and ideas have room to grow.
• Service beyond self - We serve others - clients, customers, and teammates with care and integrity in every interaction.
• Leave it better - We take ownership and leave every process, person, and place better than we found it.
• Win together - We succeed as one - celebrating, supporting, and showing up for each other.
• Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista points and allows every individual to bring value to the table in their unique way.

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport.