AI Deployment Lead

Ubiquity Global Services, Inc.

79d

About The Position

We're seeking an AI Implementation Manager to scale our existing AI initiatives across customer service and back office operations. This is a hands-on role that sits at the intersection of technology, operations, and change management. You'll take our AI pilots from proof-of-concept to production, driving measurable improvements in efficiency, quality, and customer experience across our BPO operations.

Requirements

3-5 years in operations, process improvement, or technology implementation roles (BPO/contact center experience strongly preferred)
Proven track record implementing AI, automation, or similar technology in customer service or back office environments
Hands-on experience with AI platforms such as conversational AI tools (e.g., Dialogflow, Amazon Lex), RPA (e.g., UiPath, Automation Anywhere), or document AI solutions
Deep understanding of BPO operations, KPIs, and quality standards
Practical knowledge of AI/ML concepts, limitations, and appropriate use cases
Ability to evaluate AI system performance and work with technical teams on improvements
Experience with workflow design tools and process mapping
Comfortable with data analysis to measure impact and identify opportunities
Exceptional change management skills—you know how to bring people along on a transformation journey
Strong stakeholder management across technical teams, operations, clients, and frontline staff
Pragmatic problem-solver who can balance innovation with operational stability
Excellent communication skills; can translate technical concepts for non-technical audiences

Nice To Haves

Experience in a scaling or high-growth BPO environment
Knowledge of customer service platforms (Zendesk, Salesforce Service Cloud, etc.)
Familiarity with prompt engineering and LLM-based applications
Certifications in project management, process improvement (Lean/Six Sigma), or AI/ML

Responsibilities

Scale AI Deployments (Months 1-6)
Assess current AI pilots (agentic/customer-facing and human-in-the-loop systems) and develop scale-up plans
Design implementation roadmaps that balance quick wins with long-term transformation
Build robust testing and quality assurance frameworks to ensure AI systems meet accuracy and performance standards
Establish metrics and monitoring systems to track AI performance, ROI, and business impact
Drive Operational Integration (Ongoing)
Redesign workflows to optimize the handoff between AI agents and human operators
Work closely with operations teams to identify high-value use cases for AI augmentation
Develop protocols for exception handling, escalations, and continuous improvement
Create feedback loops between frontline teams and AI systems to improve model performance
Enable Teams and Manage Change (Ongoing)
Train customer service and back office teams on working effectively alongside AI systems
Build internal champions who can drive adoption and provide peer support
Partner with HR and L&D to update training programs and performance metrics for AI-augmented roles
Communicate transparently with teams about AI's role and address concerns proactively
Technical Implementation
Configure and fine-tune AI platforms (chatbots, virtual agents, RPA, document processing tools)
Collaborate with vendor partners and technical teams on integrations with existing systems (CRM, ticketing, ERP)
Troubleshoot technical issues and coordinate with vendors for resolution
Maintain documentation of system configurations, workflows, and best practices