Innovations Manager

The Legends Agency; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading contact centre organisation in Durban seeks an Innovations Manager to drive AI and automation initiatives. You'll lead cross-functional teams to enhance operational efficiency and customer experience. Ideal candidates have over 5 years of experience in technology or innovation, with strong skills in system integration and project delivery. This position offers a competitive salary between R60,000 - R70,000 per month.

Qualifications

• 5+ years in a technology or innovation role, ideally in contact centres or BPO.
• 3+ years leading cross-functional, tech-driven initiatives.
• Proficient in Microsoft SQL Server for queries and troubleshooting.

Responsibilities

• Lead design and delivery of technology-driven initiatives.
• Develop and manage an innovation strategy.
• Coordinate across departments to achieve measurable outcomes.

Skills

AI and automation expertise

Cross-functional team leadership

System integration knowledge

Strong communication skills

Cloud services and automation tools

Education

Degree in Computer Science, IT, or similar

Certifications in PRINCE2, Agile, or innovation methodologies

Tools

Microsoft SQL Server

ETL/data pipeline tools

Job description

Innovations Manager
Drive AI and Automation in a Scalable Contact Centre Environment
Durban (Office-Based) | R60 000 -R70 000 per month

About Our Client

Our client is a forward-thinking organisation operating at scale in the contact centre space. With a strong focus on AI, automation, and customer experience, they are positioning themselves at the forefront of digital transformation. The company blends in-house platforms with leading third‑party tools, offering a dynamic, innovation‑led environment that values impact, experimentation, and measurable business outcomes.

The Role: Innovations Manager

As the Innovations Manager, you'll lead the design and delivery of cutting‑edge, technology‑driven initiatives that improve operational efficiency and customer experience. You'll collaborate across IT, Operations, and Business units to build a roadmap of high‑impact innovation projects focusing on AI, automation, and integration. This role is perfect for someone who thrives at the intersection of technology strategy, execution, and cross‑functional collaboration.

Key Responsibilities

• Minimum 5 years' experience in technology, innovation, or digital transformation

• Develop and lead an innovation strategy aligned to business and technology objectives

• Build and manage a pipeline of initiatives focused on AI, automation, and CX improvement

• Coordinate across departments to align goals and define measurable outcomes

• Provide technical oversight, ensuring solutions fit within the existing stack (e.g. MS SQL, integrations, internal platforms)

• Evaluate vendors and technologies for scalability, compliance, and ROI

• Manage the end‑to‑end delivery process from ideation and POC to implementation and value tracking

• Define and report on success metrics (efficiency, customer impact, business value)

• Research emerging tech and foster partnerships with AI vendors and research institutions

• Champion governance, security (ISO 27001, PCI‑DSS), and responsible tech practices

• Mentor cross‑functional teams and promote knowledge sharing and repeatable frameworks

About You

• 5+ years in a technology or innovation role, ideally in contact centres, BPO, or enterprise IT

• 3+ years of experience leading cross‑functional, tech‑driven initiatives

• Strong technical understanding of system integrations (APIs, DB‑level, flat files)

• Proficient in Microsoft SQL Server for queries, troubleshooting, and validation

• Experience with ETL/data pipelines, cloud services, automation, and AI tools

• Skilled in translating business needs into secure, scalable tech solutions

• Confident communicator with both technical and non‑technical audiences

• Comfortable managing vendors, stakeholders, and project delivery

• Understanding of ISO 27001, PCI‑DSS, data protection, and responsible AI principles

• Degree or diploma in Computer Science, IT, or similar (postgrad in Tech Management/Innovation is a plus)

• Certifications in PRINCE2, Agile, or innovation methodologies are advantageous