As the Head of AI Engineering Group Business, you will lead the development and implementation of our enterprise initiatives which include voice based digital assistants, automation solutions, agentic AI and intelligent self-service technologies. Your role is pivotal in understanding the impact of technology in optimizing our group business portfolio. You will collaborate closely with cross-functional teams, stakeholders, and technology partners to develop and integrate automation solutions that drive business growth, improve customer experiences, and reduce operational costs.
You Are: - Strategic Leadership: Develop and implement a comprehensive automation and AI execution strategy, aligning with business objectives and emerging technology trends in automation.
- Solution Development: Lead the design, development, and deployment of Digital Assistants, focusing on conversational and natural language driven self-service solutions.
- Understanding Digital Assistant Impact: Evaluate how automated chatbots, virtual assistants influence customer engagement, retention, and operational efficiency, ensuring seamless human-technology interaction.
- Automation Integration: Oversee RPA (attended & unattended bots), process automation, streamlining workflows, improving agent performance, and reducing Average Handling Time (AHT).
- Call Avoidance: Implement plan to engage customers, reducing unnecessary calls and improving customer self-service adoption metrics.
- Collaborator Interaction: Engage with engineering, product management, customer experience, and IT teams to incorporate solutions into current platforms and contact center operations.
- Security & Compliance: Ensure all initiatives align with data protection standards, regulatory frameworks, and enterprise security requirements.
- Performance Monitoring & Continuous Improvement: Define KPIs and success metrics for initiatives, ensuring continuous monitoring, optimization, and business impact evaluation
Responsibilities :
- Strategic Leadership: Develop and implement a comprehensive automation and AI execution strategy, aligning with business objectives and emerging technology trends in automation.
- Solution Development: Lead the design, development, and deployment of Digital Assistants, focusing on conversational and natural language driven self-service solutions.
- Understanding Digital Assistant Impact: Evaluate how automated chatbots, virtual assistants influence customer engagement, retention, and operational efficiency, ensuring seamless human-technology interaction.
- Automation Integration: Oversee RPA (attended & unattended bots), process automation, streamlining workflows, improving agent performance, and reducing Average Handling Time (AHT).
- Call Avoidance: Implement plan to engage customers, reducing unnecessary calls and improving customer self-service adoption metrics.
- Collaborator Interaction: Engage with engineering, product management, customer experience, and IT teams to incorporate solutions into current platforms and contact center operations.
- Security & Compliance: Ensure all initiatives align with data protection standards, regulatory frameworks, and enterprise security requirements.
- Performance Monitoring & Continuous Improvement: Define KPIs and success metrics for initiatives, ensuring continuous monitoring, optimization, and business impact evaluation.
Required Skills:
- Bachelor's or master's degree in computer science, engineering, management or a related field with equivalent experience.
- Demonstrable experience within automation and AI, along with solution engineering, particularly in customer engagement and digital assistants.
- Strong expertise in conversational technology and RPA (attended/unattended bots).
- Experience in deploying enterprise grade solutions and automation solutions at scale.
- Ability to understand, analyze, and measure the impact of technology on customer self-service and operational efficiency.
- Strong problem-solving, critical thinking, and leadership attributes to encourage innovation in new technology realm.
- Willingness and capability to learn new technologies quickly.
- Experience working with remote teams in a matrixed environment.
- Impressive communication and collaboration skills to link business and technology.
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.
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