AI Deployment Lead in at Ubiquity Global Services US, Inc.

About the Role

We are seeking an AI Deployment Lead to bridge the gap between AI potential and operational reality. We need an operations-first leader who knows how to scale technology within a high-volume BPO or contact center environment. You will be responsible for taking AI pilots and turning them into stable, production-ready workflows that improve efficiency and agent experience.

What You'll Do

Operational Scaling & Strategy

• From Pilot to Production: Lead the rollout of AI initiatives across customer service and back-office teams, ensuring they meet strict BPO performance and quality standards.

• Process Re-engineering: Audit and redesign existing workflows to optimize the collaboration between AI systems and human operators.

• KPI Ownership: Establish and monitor performance metrics to track the real-world ROI of AI deployments.

Implementation & Change Management

• Feedback Loops: Create direct communication channels between frontline teams and technical partners to ensure AI tools solve actual user friction.

• Operational QA: Build testing frameworks that evaluate AI performance based on business logic and customer outcomes, not just technical uptime.

• Stakeholder Alignment: Manage expectations and drive adoption across operations leadership, clients, and frontline staff.

What We’re Looking For

Required Experience

• BPO/Contact Center Operations: 5+ years of experience in a high-volume operations environment.

• Implementation Track Record: Proven experience leading the deployment of technology (AI, RPA, or specialized CRM tools) that impacted a headcount of 100+.

• Workflow Logic: Strong background in process mapping and business process improvement (BPI).

Technical Skills

• Experience with workflow design tools and process mapping

• AI/ML Literacy: A practical understanding of LLM capabilities and limitations. You don't need to code them, but you must know how to direct them (Prompt Engineering) and audit their outputs.

• CRM & Tooling: Experience with enterprise service platforms (Zendesk, Salesforce, Genesys, etc.).

Soft Skills

• Practical Problem-Solver: You prioritize operational stability and "what works" over technical novelty.

• Clear Communicator: Ability to translate technical capabilities into clear instructions for non-technical operations teams.