AI Workflow Automation Manager

MCI; Gauteng; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

MCI is seeking an experienced AI Workflow Automation Manager to lead the design, implementation, and optimization of AI-driven automation solutions across the organization. You will identify opportunities, manage programs, and ensure measurable business value.

The role requires leading automation initiatives, collaborating with leaders and technical teams, and delivering governance, performance metrics, and continuous improvement across the enterprise.

Qualifications

• Bachelor's degree in a related field.
• 4+ years in automation, process improvement, or tech delivery.
• Experience leading automation or digital transformation initiatives.
• Strong understanding of workflow design and process optimization.
• Experience managing cross-functional projects.
• Knowledge of AI and automation technologies.
• Excellent leadership and communication skills.
• Experience building business cases and ROIs.

Responsibilities

• Lead AI workflow automation initiatives and strategy.
• Design scalable, AI-powered workflow solutions.
• Manage automation programs from concept to implementation.
• Collaborate with business leaders and technical teams.
• Measure automation impact and report KPIs.
• Drive continuous improvement and innovation.

Skills

Automation

AI

Workflow design

Project management

Stakeholder engagement

Education

Bachelor's Degree in Business, IT, Engineering, or related field

Tools

RPA platforms

Generative AI

Job description

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

We are seeking an experienced AI Workflow Automation Manager to lead the design, implementation, and optimization of AI‑driven automation solutions across the organization. This role is responsible for identifying automation opportunities, managing automation programs, and ensuring solutions deliver measurable operational and business value.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment test.

Key Responsibilities

Automation Strategy & Leadership

• Lead the organization's AI workflow automation initiatives.
• Develop and execute automation strategies aligned with business objectives.
• Identify opportunities to improve efficiency through AI‑powered automation.
• Prioritize automation projects and initiatives.
• Establish automation governance and delivery standards.

Workflow Design & Optimization

• Drive the development of scalable and effective automation solutions.
• Analyze business processes and identify optimization opportunities.
• Design AI‑powered workflow solutions.
• Support automation architecture and solution design activities.
• Ensure workflows are scalable, maintainable, and efficient.

Program & Stakeholder Management

• Manage automation initiatives from concept through implementation.
• Collaborate with business leaders and technical teams.
• Manage project timelines, budgets, and deliverables.
• Communicate progress, risks, and outcomes to stakeholders.
• Support change management and adoption efforts.

Performance Management & Reporting

• Measure and optimize automation effectiveness.
• Define automation success metrics and KPIs.
• Monitor operational and business outcomes.
• Develop reports and performance dashboards.
• Identify opportunities for continuous improvement.

Innovation & Continuous Improvement

• Drive automation maturity and innovation.
• Evaluate emerging AI and automation technologies.
• Recommend new solutions and capabilities.
• Promote automation best practices across the organization.
• Support organizational transformation initiatives.

Qualifications

• Bachelor's Degree in Business, Operations Management, Information Systems, Engineering, Technology, or a related field.
• Minimum 4 years of experience in automation, process improvement, operations management, or technology delivery.
• Experience leading automation or digital transformation initiatives.
• Strong understanding of workflow design and process optimization methodologies.
• Experience managing cross‑functional projects and programs.
• Knowledge of AI, automation, and workflow technologies.
• Strong leadership and people management capabilities.
• Excellent stakeholder engagement and communication skills.
• Strong analytical and problem‑solving abilities.
• Experience developing business cases and ROI assessments.
• Ability to manage competing priorities and deadlines.
• Strong organizational and project management skills.

Nice to Have

• Experience with AI workflow automation platforms.
• Experience managing RPA or intelligent automation initiatives.
• Knowledge of Generative AI and AI agent technologies.
• Project Management certification (PMP, Prince2, Agile, etc.).
• Experience in large enterprise environments.
• Exposure to process mining methodologies.
• Knowledge of change management practices.
• Experience leading transformation programs.

Physical Requirements

The job operates in a professional office environment. While performing the duties, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.